Webchat is one of the most popular digital channels today, used by 39% of UK customer service organisations. This White Paper explores “Is webchat right for your organisation – and your customers?” and “How do you get started with webchat?”.

It’s a growing problem for contact centre managers: how do you balance customers’ expectations while protecting them from fraud? This White Paper proposes that a deeper collaboration is needed between contact centre, customer experience, IT and security experts.

Unanswered calls into call centres contribute to dissatisfaction and lead to churn. This case study reviews the implementation of a contextual IVR system by a communications service provider (CSP), and evaluates the tangible business and customer benefits the programme delivered.