Financial Product Migration Support: Serving Customers Through the Switch
Migrations rarely fail in the way their risk registers anticipate. The technology usually works, eventually. What overwhelms an organisation is the human traffic the change generates: customers who cannot find a familiar screen, whose direct debit reference has altered, whose…
Why Chat Abandonment Rate Says More Than Chat Volume
Most contact centre dashboards open with volume. Chats received, chats handled, chats per agent per day. It is the easiest figure to produce and one of the least useful to act upon. Chat abandonment rate — the share of sessions…