Chat in the Contact Center – an Expert Panel Weighs in – Part 3/3
Taylor Reach Group
JUNE 20, 2017
What they are doing is using that dead, in-between time to respond to other customers. This can be great when it works, but even as the 2016 Live Chat Benchmark Report states, agents are handling more chats as time continues – what you’re doing is placing a demand on that agent. Wait-Time on the Phone Vs. Chat.
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