Chat in the Contact Center – an Expert Panel Weighs in – Part 2/3
Taylor Reach Group
JUNE 13, 2017
One of the big issues with live chat is that when you have those spikes in your contact volume (technical issues with your product or situations with services) live chat is not a very effective tool because it does not allow you to send a bulk response, every interaction is 1:1. At the end of the day, though customers are seeking service.
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