Chat in the Contact Center – an Expert Panel Weighs in – Part 3/3
Taylor Reach Group
JUNE 20, 2017
Bruce: Moving people from email to chat seems to be a strategy that many companies are adopting to lower costs, increase First Contact Resolution (FCR) by being able to handle multiple customers at a time. Turaj: Customer Effort is a key factor in delivering a satisfying customer experience. Wait-Time on the Phone Vs. Chat.
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