As live chat and web messaging continue to expand across service operations, what impact are they having on traditional call volumes? And how are organisations adapting?
At this month’s Best Practice Forum we will explore whether channel shift is truly happening, how customer behaviour is evolving, and what this means for workforce planning, resourcing, and overall experience. We’ll also share lessons from scaling authenticated and non-authenticated chat, and consider how data and insights are driving smarter customer service transformation.
Key discussion questions:
- Is there a measurable link between live chat usage and call volumes?
- What drives customers to switch channels or continue choosing voice?
- How are organisations balancing chat and voice resources during rollout?
- Which tools or insights are helping to predict and manage channel migration?
- What’s been the impact on both customer experience and efficiency?
If you have experiences or data to share on this topic, we’d love you to join the conversation.
If you have any questions or would like to contribute to the agenda, then please do not hesitate to get in touch.