CSRs Often Help Most By Typing Answers Fast

Schley, Stewart
August 2005
Multichannel News;8/15/2005, Vol. 26 Issue 33, p22
Highlights the rise of online chat sessions in addressing queries among U.S. cable customers as of August 2005. Overview of the chat-based interactions between customers and agents; Economic advantages; Percentage increase in web-based self-service transactions at Verizon Wireless.


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