Chatworth Hall

Chat technology is here to stay, no more a despised stepchild of technology, cast out to languish on the barren moors of indifference. Online chat will continue to enter into its own, slowly but surely, to occupy, if not the master suite, at least substantial room in the contact center. So says a new research report from Forrester Research Inc., which forecasts steady growth in chat-for-service users from 11 million last year to 67.1 million in 2007. And even though chat currently accounts for less than 3% of the total activities of contact centers whose managers were interviewed for this study, all of them report extreme satisfaction with the technology.

From a company’s point of view, chat can help increase order size and keep customers happier. Chat staffers must be able to multitask and work in writing, however, and their work schedules can be complex. The Forrester study makes three predictions: (1) by 2005 new chat technology will connect instant messaging networks and contact centers; (2) small vendors will fill out CRM suite offerings from larger vendors, or large vendors will absorb smaller ones; and (3) workforce management programs will become indispensable in handling the complexities of chat-enabled contact centers.

For more information, contact Forrester Research Inc. at (617) 613-6000 or visit

Partner Content

Hincapie Sportswear Finds Omnichannel Success in the Cloud - Netsuite
For more and more companies, a cloud-based unified data solution is the way to make this happen. Custom cycling apparel maker Hincapie Sportswear has leveraged this capability to gain greater visibility into revenue streams, turning opportunities into sales more quickly while gaining overall operating efficiency. Download this ecommerce special report from Multichannel Merchant to more.
The Gift of Wow: Preparing your store for the holiday season - Netsuite
Being prepared for the holiday rush used to mean stocking shelves and making sure your associates were ready for the long hours. But the digital revolution has changed everything, most importantly, customer expectations. Retailers with a physical store presence should be asking themselves—what am I doing to wow the customer?
3 Critical Components to Achieving the Perfect Order - NetSuite
Explore the 3 critical components to delivering the perfect order.
Streamlining Unified Commerce Complexity - NetSuite
Explore how consolidating multiple systems through a cloud-based commerce platform provides a seamless experience for both you, and your customer.