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  • Report How Clients Want To Interact With Financial Advisors

    Younger Consumers Prefer Online Chat, Websites, And Email
    May 12, 2011 | Bill Doyle

    Now more than ever, clients are using new channels to communicate with their financial advisors. Younger clients show a strong preference for communicating with advisors through digital channels...

  • Report Health Plan Customer Experience Professionals' Introduction To Making Proactive Chat Work

    November 10, 2010 | Elizabeth Boehm

    Health plan customer experience professionals are tasked with reducing administrative costs (principally by diverting calls from the call center), while driving customer satisfaction scores up....

  • Report Making Proactive Chat Work

    Maximizing Sales And Service Requires Ongoing Refinement
    June 4, 2010 | Diane Clarkson

    Many online consumers want help from a live person while they are shopping online; in fact, 44% of online consumers say that having questions answered by a live person while in the middle of an...

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