Companies that invest in customer service see significant returns in the form of increased revenue and customer loyalty. Live chat is one of the most important customer service channels. It consistently delivers on-demand, speedy information to customers, rather than forcing them to endure long hold times and frustrating interactions with phone-based representatives.
Nevertheless, despite its growing popularity, no empirical research has examined the relative strength of live chat job applicants across major global markets. This study closes this important knowledge gap by more closely examining information such as live chat agent skills, and allows companies to make strategic hiring decisions for their live chat operations.
In this interactive research brief, FurstPerson psychologist Brent Holland presents the first ever live chat skills benchmarking study of global job applicants.