Devoted to the call center industry, the agents on the phones, and their managers

This week, we're speaking with Eyal Rudnik from NICE Systems, one of the largest manufacturers of performance analytics software, including systems that work with customer service email and chat.

What prevents contact centers from using email and chat more often?

If there is a barrier for adding new communication channels to a contact center, it is probably related to an investment which was made on legacy infrastructure and the cost associated with making the transition. Consumers are accustomed to making more electronic transactions these days.  For example, most people manage most of their business via the Web. I believe it’s just a matter of time until new electronic channels will be more commonly used. Interestingly enough, there has been serious progress on allowing video chatting as a means of communication.