Predefined Content: The Agent’s Best Friend
At any given time in your shift as an agent, you are expected to handle multiple chats in a competent and efficient manner. By using the predefined content in your chats, you can relieve some of the pressure on yourself, achieve your goals and maintain your high standards. The use of predefined content saves time, and can ensure consistent, error-free responses and a professional “tone of voice”.
You can access the predefined phrases while you are chatting and, rather than retyping repeatedly, you can select the relevant, ready-made response. Simply click on the Predefined Content icon , and begin typing in the box that appears. This will automatically filter the list of content down to messages that contain the word you started typing. Select your desired message, and then send. It's that simple!
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