Call Reduction as a Result of Chat, How Do You Prove It?

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My 2nd blog on the subject of Live Chat (Starting Out With Live Chat) went down really well, and thanks for all the feedback. For those that missed it, I discussed the piloting of Live Chat and some pit falls to avoid to ensure that your pilot and ongoing operation is a success. Read it here.A question I’m always asked by others looking to replicate the success that O2 UK has had with Live Chat is, 'how do I prove that Chat is reducing Calls & Emails?' This is obviously a very good question,...
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