TELUS International: All Things Chat.
- Best Practices: Online Chat Sales
- Reducing Customer Effort in the Chat Channel
Chat Verbatim Analysis
- 10 Grammar Rules for Effective Online Chat
Includes Job Aid
- Chat vs. Voice Cost Comparisons
Understanding the Economics of Chat
- Live Chat Market Adoption – Who's chatting now?
Chat adoption at consumer-focused companies
- Adding Value with Live Chat
Contact Center Pipeline Magazine
- Best Practices for Chat Support
HDI Support World Magazine
- The Search for an Ideal Live Chat Customer Experience
SOCAP CRM Magazine
- The Social Contact Center - Resource Center
Best Practices, ROI & Metrics for Social Media Customer Service
- Serving Gen Y – Tactics for the Millennial generation
5 Proven Strategies to Drive ROI for Chat
Panel: TELUS International, Dell & SPOT Consulting
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