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CCW Disruptive Technology Report: Live Chat

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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.

  • Personalization
  • Agent Centricity Customer
  • Experience Versatility
  • Conversation Quality
  • Customer Security