The rise of the internet has meant big changes for customer service. No longer reliant on talking with a call center agent to resolve a problem, check...
Best-in-Class organizations execute on a strategy that supports the multi-channel nature of customer requests. These leading organizations do not just...
Built on the results of an annual survey of Internet shoppers worldwide, the 2013 Live Chat Effectiveness report outlines Internet shopper communication...
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...
Live chat has proven itself in the support world by providing fast return on investment through easily-achieved agent efficiencies. While there is still...
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