Resources
Spill the beans - scaling messaging and live chat
This summary details key insights from CCA Coffee Club, a monthly forum where senior customer service leaders meet to discuss the issues top of mind, over a cup of coffee.
The forum offers an open platform for leaders across industries to exchange ideas, share challenges, and explore strategies to navigate the evolving landscape of customer service technology.
This month attendees discussed advancements in messaging, live chat, and AI-driven customer service solutions. Participants shared plans to expand messaging and live chat capabilities, with a focus on managing resource allocation and adapting to changing customer behaviours. Key concerns revolved around handling increased volumes and ensuring the workforce had the skills to scale live chat services effectively.
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