Chat in the Contact Center – an Expert Panel Weighs in – Part 3/3
Taylor Reach Group
JUNE 20, 2017
Dedicated Chat Agents vs. Blended Agents. Endless Agent Options. Wait-Time on the Phone vs. Chat. One of our clients, an education publisher, was able to shift more than 50% of their interactions to chat from voice and achieved higher satisfaction scores. Wait-Time on the Phone Vs. Chat.
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