Mastering Live Chat for Agents & the Frontline

Mastering Live Chat for Agents & the Frontline

Event Image
Starts:  Feb 14, 2022 01:00 PM (AEST)
Ends:  Feb 15, 2022 05:00 PM (AEST)

Workshop title: Live Chat Training for the Frontline

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

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.

We've been teaching Live Chat since 2007 and have the global experience and know-how to make this one of the best workshops you've ever attended.


LCA CCAS April 2021

LCA CPF 9 12 17

Your Facilitator

class 5 (2)

The course is delivered by Daniel Ord, a CXPA Recognized Training Provider, 30 year industry veteran and Trainer in Customer Experience, Employee Experience, Contact Centers and Customer Service.

Venue: Our program will be held online via Zoom and we will advise registered Participants how to join

Contact us at the link with any questions!

*OmniTouch International UG is a German registered company


Online Instructions:
Login: We will provide a Zoom link and Participant Guide to registered Participants before the workshop begins!
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