Continuing on the delivery of the early insights into the third version of the customer service adoption and usage study we are conducting with our friends at KANA®, A Verint® Company (the summary of early findings ishere), I’d like to explore the rise of chat in contact centers. Chat has had a love-hate relationship in the contact center since its early days in the late 1990s. Early on touted as the replacement for the telephone (with many advantages over it) due to....

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