We've taken almost 100,000 retail webchats and analysed them to provide you with valuable insight on demand management, response time and more
At TMAC we continuously monitor data using our conversation and speech analytics so we can provide our customers with real insight into how their customers and contact centre agents behave.
This time we're sharing our analysis of almost 100,000 retail webchats to give you the facts and figures when it comes to how demand management, apology rates, and response time effect your customers' experience. We've also included our top tips so you can start making changes today.
Key factors of behavioural design and when you should start questioning the morality of it
Building a contact strategy that makes your customers feel like an individual