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Didn't know that. Is this really true? What would be the point of it? When chatting with a customer support it's quite apparent the csr is involved in many cha

by bambax 4y ago

Didn't know that. Is this really true? What would be the point of it? When chatting with a customer support it's quite apparent the csr is involved in many chats at once; wouldn't it be quite taxing for them to have to monitor not just the responses but every keystroke of the people they interact with?

bena 4y ago
You could passively record without having to force the CSR to engage. You could also then use that text to help prompt the CSR.
permo-w 4y ago
the way they justify it is to give faster responses. I suspect that is part of it, but another part of it is to weed out time-wasters and liars