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Live Chat Effectiveness 2012

Quick Overview

While many of the goals of this analysis remain consistent with the inaugural version, there are three additional goals which themselves were born from readers of the initial report.

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Live Chat Effectiveness 2012

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Product Description

While many of the goals of this analysis remain consistent with the inaugural version, there are three additional goals which themselves were born from readers of the initial report. The original goals remain:



  1. Present benchmarks for a wide variety of live chat operational practices

  2. Uncover implementation differences affecting key live chat operational issues

  3. Test the statistical causality of live chat operational best practices


The additional goals in this updated version are:



  1. Monitor and report on changes to key benchmarks since the first report

  2. Calculate benchmarks for higher traffic sites

  3. Identify and present benchmarks for elite users of live chat