Andrew Small, VP BT Contact, BT Global Services, said: "This is the first of three pieces of research that we'll be publishing over the next month on consumer and operational trends driving innovation in contact centers. In this research, we can see how webchat is receiving positive feedback from customers who are increasingly embracing a multichannel world. Webchat is able to raise levels of employee engagement and change working practices, while being relatively cost effective compared with other channels. We've recognized these benefits for some time and that's why all our BT Contact solutions are multichannel enabled, allowing for the development of webchat and other channels, whilst reducing complexity and cost."About the research
BT Research Finds Webchat Increasingly Effective Contact Center Communication Channel
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