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Browse our selection of insights on live chat in contact centre operations to enhance customer engagement and response times.

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Erlang C for Chat?

Erlang C for Chat?

What is the Formula for Concurrency In Chat Support?

What is the Formula for Concurrency In Chat Support?

Chat Concurrency

Chat Concurrency

21 Quick Wins for Dealing With Chat and Email

21 Quick Wins for Dealing With Chat and Email

How to Write Good Customer Support Live Chat Scripts – With Examples

How to Write Good Customer Support Live Chat Scripts –…

Making Your Customer Service Writing Simple, Friendly and Personal

Making Your Customer Service Writing Simple, Friendly…

15 Golden Rules of Webchat

15 Golden Rules of Webchat

Podcast – Customer Service Writing: How to Get More from Your Emails and Chats

Podcast – Customer Service Writing: How to Get…

How to Forecast and Plan for Live Chat

How to Forecast and Plan for Live Chat

Negative VS Positive Words in Customer Service – With Examples

Negative VS Positive Words in Customer Service –…

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Research: The Future of AI-Powered Experiences

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8×8 Enters a Strategic Partnership With ULAP

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