Interesting discovery!
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Okay I’ve been digging here and there and it seems like it is 100% worth it. This comparison https://www.acefone.com/blog/c....ontact-center-vs-cal shows companies using chatbots + live chat see 25% lower operational costs. Omnichannel contact centers reduce call volume by 30-40% (customers prefer self-service options like chat). ROI? Look at reduced handle time and higher CSAT.
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Our call center still relies on phones, but customers keep asking for chat support. Is switching to a multichannel system worth the cost? How does training change? Any ROI data?
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