Chat in the Contact Center – an Expert Panel Weighs in – Part 3/3
Taylor Reach Group
JUNE 20, 2017
Integrated Strategy for Chat, Voice and Other Channels. Dedicated Chat Agents vs. Blended Agents. Endless Agent Options. Wait-Time on the Phone vs. Chat. Why Customers Prefer Live Chat. Paul: In terms of comparing chat to voice and the IVR, it has a long way to go.
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