Report

CCW Disruptive Technology Report: Live Chat

Introduction

Chapter 1
Disrupting the Chat Experience

Chapter 2
Four Tenets of Modern Chat

Chapter 3
Disrupting Chat: The Five Key Objectives

Chapter 4
Disruption Goal #1 – Personalization

Chapter 5
Disruption Goal #2 – Agent Centricity

Chapter 6
Disruption Goal #3 – CX Versatility

Chapter 7
Disruption Goal #4 – Conversation Quality

Chapter 8
Disruption Goal #5 – Customer Security

Chapter 9
6 Ways to Elevate the Disruption

Conclusion
It’s About Elevating, Not Deflecting

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Chapter 3

Disrupting Chat: The Five Key Objectives

The most worthwhile customer contact initiatives empower organizations to streamline operations while delivering markedly more value for customers and employees.

By opening the door to five important customer contact objectives, disrupting the chat experience achieves this exact outcome. It truly represents the gateway to a more customer-centric, omnichannel.