A STUDY OF WEB CHAT APPLICATIONS WITH ITS PERFORMANCE MEASURMENT PARAMETERS
Journal Title: International Journal of Engineering Sciences & Research Technology - Year 2015, Vol 4, Issue 1
Abstract
The WEB APPLICATIONS are used on a large scale now days. It can be online banking, online shopping etc. but it might happen that you face problems while doing these tasks online so live chat options are present to communicate with the agent and solve related problems. The WEB CHAT APPLICATIONS are used to send instant messages to agents requesting for help. When you are using a website example a bank website and are stuck with some problem with your bank account details you can directing use the chat option available with the website and send instant messages to the agent so that the doubt can be cleared soon in quite less amount of time. So it is needed to check the performance of the WEB CHAT APPLICATION so that multiple clients simultaneously can use the chat application. Live chat reduces overall contact center costs by lowering average interaction costs. It increases efficiency by allowing live chat representatives to handle multiple chats simultaneously, thus reducing the need to hire more representatives. With employees spending less time on the phone, they can multi-task during chat conversations and cut the waiting queue to a fraction of its former size when compared to a call center.
Authors and Affiliations
Dandane` Tejas, Chandrashekhar , U. A. Jogalekar
Keywords
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