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
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.
And there are some unique considerations for mastering Live Chat converstations.
That’s because Live Chat is synchronous, involves writing and has some special 'dos and don'ts' as compared to other channels.
So service aspects 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 using Live Chat features well.
And for us, Agents need to learn more than just the 'skills' to communicate.
We also teach objectives around Live Chat, what management looks for as Live Chat 'success' and why Live Chat works the way it does. Because peopel always do better when they understand the ecosystem in which they operate.
One of our favorite Frontline programs - and always a big success.