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

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 v... To continue reading this story Click Here