Bite sized customer service tip: Facilitate agent communication

An open structure for communicating among your agents is vital for sharing best practices, responding to the unusual request, and spreading the latest video to go viral on youtube. (Just don’t mention to my boss we use it for the last of those.)
Encourage your customer support team to work in an environment where they can ask questions of each other without getting up from their desk or use an online forum for your agents to have a group chat. If your current chat system does not support group chat consider using one with Skype, Gtalk or team messaging in the SnapEnagage web client.