Chat and e-mail

[remy]

I'm really interested in the evolution of Chat and E-mail in contact centers.
could you tell me whether you see an increase in the number of incoming mails or a decrease.
Any of you that have already implemented chat within the contact center and if so what are your experiences with it?

thanks for your responses

[kanadian]

Originally Posted by remy

I'm really interested in the evolution of Chat and E-mail in contact centers.
could you tell me whether you see an increase in the number of incoming mails or a decrease.
Any of you that have already implemented chat within the contact center and if so what are your experiences with it?

thanks for your responses

I think email/chat should be endorsed in most contact center environments for a great number of reasons. Decreasing response time to emails and readily promoting online customer service should result in an increase..example: promote that emails received during business hours will be responded to within 60 minutes. There are massive benefits to doing customer service via email/chat rather than phone on so many levels.