Tag Archives: webchat

Understanding the omni-channel is critical for success

An article in Call Centre Helper recently talked about web chat as ‘a disaster’ because web chats take far longer than calls and customers don’t feel that chat agents are as knowledgeable or as well supported as the voice agents. … Continue reading

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Webchat fading from view?

According to a BBC magazine article from last year, online chat is dead, or at least the use of Instant Messaging (IM) tools like Google Chat or Yahoo Messenger is declining rapidly. I wonder how much further the decline has … Continue reading

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