Integrate chat into your CX strategy: 6 reasons why it's time

Six Keys to Effective Chat Operations: Insights to Help Improve Your Business


Organizations have introduced chat features to their CX as a siloed channel.

There are several misconceptions preventing it from being more integrated into a bigger picture customer service experience, including:

  • One chat does not necessarily equal one deflected call
  • Average handle time (AHT) for chat is not necessarily lower than voice
  • IT depts. don’t always match platform features with business needs
  • Blending voice and chat agents does not always drive higher occupancy

This paper presents 6 key insights based on the lessons learned from these misconceptions. Learn how to leverage chat as part of your business strategy.

27 Jan 2016
31 Dec 2015
5 Page(s)
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