OnDemand Webinar

EMC's Incredible Chat Journey: Best Practices for Deploying or Expanding Chat

Hosted by John Ragsdale, VP of Research for TSIA

EMC has achieved unparalleled success with live chat. Hear from Chris Gardner, Director of eServices for EMC, as he reveals new chat benchmark data which underscores the value of chat and its growing adoption.  Watch the webinar and learn:

• Why EMC 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 and achieved extremely high customer satisfaction for this channel.
• How they plan to build on these successes in the future.