This report outlines the business value and best practices in integrating the contact center with omni-channel programs to deliver a seamless customer experience across multiple touch-points.
Expert tips to help agents and administrators alike provide superior service via live chat. Filled with practical tips, tweets and actionable items, these best practices will help businesses
The role of customer service is one that is valued and well understood by many organizations. However, making the leap from correlating customer service activities with overall performance
The continued explosion of mobile devices, ever-increasing customer expectations, and accelerating pace of business are pushing today’s support organizations to the brink. Luckily, remote support solutions are available
The accelerating trend of customer mobility, ever-increasing expectations of those same customers, and the explosion of end-user device options, are all pushing today’s support organizations to the brink.
The customer / company relationships stand in the midst of the mobile revolution. The growing consumer adoption and use of mobile devices means that customers are increasingly incorporating
Best-in-Class organizations execute on a strategy that supports the multi-channel nature of customer requests. These leading organizations do not just open up their service infrastructures to accommodate new
Built on the results of an annual survey of Internet shoppers worldwide, the 2013 Live Chat Effectiveness report outlines Internet shopper communication and purchasing behavior and preferences. The
Based on research with more than three hundred companies, this report takes a close look at how live chat is used and measured in support settings, how organizations
Live chat has proven itself in the support world by providing fast return on investment through easily-achieved agent efficiencies. While there is still ground to cover in the
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