Chat in the Contact Center – an Expert Panel Weighs in – Part 3/3
Taylor Reach Group
JUNE 20, 2017
Paul: In terms of comparing chat to voice and the IVR, it has a long way to go. People will still generally evaluate the voice call with a higher degree of satisfaction, because of the human interaction. Wait-Time on the Phone Vs. Chat. Turaj: Customer Effort is a key factor in delivering a satisfying customer experience.
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