At home agents Benchmark Contact Center Wait times 
Taylor Reach Group
JUNE 20, 2017
Chat in the Contact Center - an Expert Panel Weighs in – Part 3/3. Recently, our expert panel of Contact Center Consultants had a discussion on the role of chat in the Call Center. Dedicated Chat Agents vs. Blended Agents. Endless Agent Options. Wait-Time on the Phone vs. Chat.
BlueOcean
MARCH 24, 2022
With everything shifting so quickly, many customers were more tolerant of longer wait times and challenges in achieving first call resolution. A more sophisticated agent profile is going to be hard to attract—and they’re going to be more expensive (and that’s true both in in-house and outsourced contact centers).
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