How does your library monitor the quality of online reference? Manager reviews messages? Secret shopper? Start reviews/surveys? Other? .
2016-07-28 16:50:09 GMT
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Review messages for sure, when I was doing it in my old institution. Secret shopper yes as well. Assessment was based on speed of response as well... all chats should be picked up within 1 min... The typical response time was far below... more like 30s
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