CXPA RTP Course: Mastering Live Chat for Agents - in partnership with the Singapore CCAS

CXPA RTP Course: Mastering Live Chat for Agents - in partnership with the Singapore CCAS

Event Image
Starts:  Apr 15, 2021 1:00 PM (SGT)
Ends:  Apr 16, 2021 5:00 PM (SGT)

Workshop title: Mastering Live Chat for Agents

The Essentials:

  • Online delivery by Daniel Ord, a CXPA Recognized Training Provider and 30 year industry veteran in CX, EX, Contact Centers and Customer Service
  • A one day workshop split into 2 online sessions of 4 hours each
  • In partnership with the Contact Centre Association of Singapore

Recommended audience:

Frontline Team Members who are or will be assigned to the Live Chat channel. Team Leaders, Team Managers, Quality Assurance & Customer Experience professionals involved in any way in managing or supporting the Live Chat channel.

Workshop overview:

Today, the use of Live Chat conversations continues to grow in the Contact Centre industry.

Particularly as the world becomes ever more digital.

There are some unique considerations for handling Customers who choose to use Live Chat to contact your organization.

That’s because Live Chat is both synchronous and in writing.

So service elements need to address both the fact that it’s ‘live’ and happening in real time – and also enhance the Agent’s ability to let the brand and their own personality shine through writing.

And we’ve learned that Agents always do better when they understand the ecosystem in which they operate. So we cover essential strategic & operational know-how so that they get the big picture of their role & contribution to Live Chat success.

Location

Online Instructions:
Url: https://ccas.org.sg/events/event/71-mastering-live-chat-for-agents.html
Login: We will send a Zoom link and eBook to registered Participants before the workshop begins!
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