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Produced: April 14, 2011
Presenters: John Ragsdale, VP of Technology Research, TSIA Chris Gardner, Director, eServices, EMC
Event Summary:
EMC has achieved unparalleled success with live chat. They are now successfully using it with customers, partners and field agents. Attend TSIA webcast to hear Chris Gardner, Director, eServices tell the story of their incredible three year journey.
Learn why they moved from blended agents to dedicated agents, how they increased usage of this channel by over 500% in less than a year, increased first contact resolution, decreased resolutions times as well as achieved extremely high customer sat for this channel. Also hear how they plan to build on these successes in the future.
Listen to this webcast hosted by John Ragsdale VP Research for TSIA who will reveal new chat benchmark data which will underscore the value of chat and its growing adoption among TSIA members. Whether you are considering chat or currently testing chat and would like to expand it across the enterprise, attending this webinar will give you the best practices you need to successfully deploy chat and start realizing benefits quickly.
Questions? We are here to help. Contact Stacy Randolph at stacy.randolph@tsia.com.