At home agents Customer Experience Interactive Voice Response Wait times 
Taylor Reach Group
JUNE 20, 2017
Chat in the Contact Center – Part 1 focused on where chat should be deployed, demographics, chat in relation to industry, security and FCR while Chat in the Contact Center – Part 2 focused on proactive vs. reactive chat, AI impacts, costs as a channel, challenges and the customer experience (CX). Chat in Relation to Voice.
pindrop
APRIL 30, 2020
While many are looking forward to the day when they can return to normal life, the reality is one of upheaval: a hastily implemented work from home policy , financial instability and an almost overnight change in consumer behavior. . At this stage, they’ve logged minutes if not hours of time with their customers. CONCLUSION.
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