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Workshop title: Mastering Live Chat for Agents
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.
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.