Best Practice Report

Use These Three Principles To Drive A Successful Chat Program

 and  five contributors
Jul 08, 2022

Summary

Chat experiences are easy to deploy but difficult to master. With new dimensions like managing concurrency, forecasting digital demand, and revising hiring profiles to suit the channel, operations leaders should not fall back on voice best practices. This report outlines the essential considerations for customer service leaders who are deploying a new chat channel.

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