Chat in the Contact Center – an Expert Panel Weighs in – Part 3/3
Taylor Reach Group
JUNE 20, 2017
There’s additional training but this is minimal compared to the savings from agents being able to handle multiple queues, and being able to manage everybody’s efficiency as a whole vs. two separate groups with two separate efficiency metrics. Endless Agent Options. Wait-Time on the Phone Vs. Chat. John Cockerill – President.
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