Average Handle Time Contact Center Omnichannel White Paper 
Think Customers
OCTOBER 4, 2021
Chatbots and messaging each serve a vital role in the overall customer journey, and contact centers need to know when is the right moment to deploy an automated or human response. Chatbots perform an important role in the omnichannel ecosystem, but chatbot platforms often keep the customer glued to one channel.
Uniphore
DECEMBER 17, 2021
Contact centers are the main touchpoints with members, greatly impacting overall member satisfaction. In fact, more than four out of ten members (43%) report that they prefer the call center as the primary channel for communicating about their health plan. Consumers faced long wait times to reach an agent.
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