This Day On The Street
Continue to site right-arrow
ADVERTISEMENT
This account is pending registration confirmation. Please click on the link within the confirmation email previously sent you to complete registration.
Need a new registration confirmation email? Click here
Stocks Under $10 with 50-100% upside potential - 14 days FREE!

BT Research Finds Webchat Increasingly Effective Contact Center Communication Channel

IRVING, Texas, Jan. 31, 2013 /PRNewswire/ -- BT today announced the key lessons from research it has conducted into the latest communication channels being used by contact centers. One of the most significant developments BT has seen is the increasing use of webchat as a channel for advisors to talk to customers. The research acknowledges the growing contribution of webchat to customer satisfaction, employee productivity and cost reduction for contact center operators.

Among its key findings the research, conducted on six contact centers in the UK and India, three of which are operated by BT serving enterprise customers and three run by other large corporations, found that webchat creates a highly positive experience for both customers and advisors.

With many customers starting their journey online, it is now often as convenient for them to initiate a webchat session as to pick up the phone. Further benefits include a calmer and quieter working environment for advisors and fewer challenges due to regional accents and background noise. Webchat also provides a clear audit trail of customer conversations.

Nicola Millard, Customer Experience Futurologist at BT Global Services, said: "Due to an increasing number of companies offering webchat to their customers, we decided to conduct research with contact centers that have deployed it and investigate the effects on both customers and advisors.

"We found that webchat is considered to be an equivalent and often superior method of working compared to calls. Webchat also sits comfortably alongside social media, as it allows organizations to draw customers into a more private dialogue, where they can discuss personal details and specific issues in a one-to-one channel. Webchat is also perceived as providing an effective stepping stone, moving customer contacts towards web-based self-service interactions. Our research identifies a double bonus: both advisors and customers like using it and it leads to cost savings for contact center operators.  For these reasons, we expect webchat to continue to grow as a channel."

1 of 3

Check Out Our Best Services for Investors

Action Alerts PLUS

Jim Cramer and Stephanie Link reveal their investment tactics while giving advanced notice before every trade.

Product Features:
  • $2.5+ million portfolio
  • Large-cap and dividend focus
  • Intraday trade alerts from Cramer
Quant Ratings

Access the tool that DOMINATES the Russell 2000 and the S&P 500.

Product Features:
  • Buy, hold, or sell recommendations for over 4,300 stocks
  • Unlimited research reports on your favorite stocks
  • A custom stock screener
Stocks Under $10

Jim Cramer's protégé, David Peltier, uncovers low dollar stocks with extraordinary upside potential that are flying under Wall Street's radar.

Product Features:
  • Model portfolio
  • Stocks trading below $10
  • Intraday trade alerts
Try it NOW
Try it NOW
Try it NOW

Check Out Our Best Services for Investors

Dividend Stock Advisor

Jim Cramer's protégé, David Peltier, identifies the best of breed dividend stocks that will pay a reliable AND significant income stream.

Product Features:
  • Diversified model portfolio of dividend stocks
  • Updates with exact steps to take - BUY, HOLD, SELL
Trifecta Stocks

Every recommendation goes through 3 layers of intense scrutiny—quantitative, fundamental and technical analysis—to maximize profit potential and minimize risk.

Product Features:
  • Model Portfolio
  • Intra Day Trade alerts
  • Access to Quant Ratings
Options Profits

Our options trading pros provide over 100 monthly option trading ideas and strategies to help you become a well-seasoned trader.

Product Features:
  • Actionable options commentary and news
  • Real-time trading community
Try it NOW
Try it NOW
Try it NOW
To begin commenting right away, you can log in below using your Disqus, Facebook, Twitter, OpenID or Yahoo login credentials. Alternatively, you can post a comment as a "guest" just by entering an email address. Your use of the commenting tool is subject to multiple terms of service/use and privacy policies - see here for more details.
Submit an article to us!

Markets

DOW 17,672.60 -141.38 -0.79%
S&P 500 2,051.82 -11.33 -0.55%
NASDAQ 4,757.8790 +7.4820 0.16%

Partners Compare Online Brokers

Free Reports

Free Newsletters from TheStreet

My Subscriptions:

After the Bell

Before the Bell

Booyah! Newsletter

Midday Bell

TheStreet Top 10 Stories

Winners & Losers

Register for Newsletters
Top Rated Stocks Top Rated Funds Top Rated ETFs