Online chat for both customer service and sales continues to grow as more consumers turn to the Internet to resolve their issues. At the same time, many customer service leaders have delayed investing in chat because they are unclear of the financial benefit compared to a traditional voice channel.
This new paper from TELUS International, a global provider of contact center and BPO solutions, examines:
- How to compare the cost drivers between phone & chat
- How labor, hiring & training, program management, & technology impact the cost of chat vs. phone
- How the impact of chat concurrency impacts both cost & quality
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