Recorded Call Centre and Customer Experience Webinars

Recorded Webinar: The Best Ways to Handle Webchat

Published On: 24th Oct 2017 08:00

Web chat has taken off as the channel of choice for many contact centres. But it requires a different skill set and different techniques to make it work effectively.

In this webinar we look at the best ways to improve the handling of web chats in the contact centre.

Topics Discussed

The best Operating Hours
Identifying and Greeting Customers
Using Canned Responses
Building rapport over Web Chat
Personalizing Chat

Dealing with Complex Enquiries
Multichannel – Joining Web and Phone Calls
Quality Scoring of Web Chats
Web Chat Technology

Panellists

Neil Martin

The First Word

Aruf Khan

NICE Nexidia

Jonty Pearce

Call Centre Helper

Author
Megan Jones

Megan Jones, Editor, Call Centre Helper

Megan interviews inspiring people across the contact centre industry to capture these amazing voices and turn them into best practice articles – covering all elements of what it takes to deliver truly outstanding employee and customer experiences.

Connect with Megan on LinkedIn

Recorded Webinar: The Best Ways to Handle Webchat

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Panellists

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