Web Chat to become the Next Wave of Customer Management Adoption [Survey]

SSON Editorial

One of the complaints we heard a lot about at our recent North American conference was the fact that there are still too many phone calls coming in to Shared Services centers. This is especially relevant in HR services, where Tier zero resolution is seen as the Holy Grail, but applies to any center fielding customer calls. Now it seems that shifting to web chat is finally becoming a real solution. A recent survey by business process management firm Firstsource Solutions indicates that while...
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