Recorded Call Centre and Customer Experience Webinars

Recorded Webinar: Improving Quality in Live Chat and Email

Published On: 13th Mar 2018 08:00

In this webinar we look at how we can improve Quality in Digital Channels.

So much of the focus on Quality has been on the voice channel. Email and Live Chat have taken second stage.

We look at the latest techniques to drive up quality across all digital channels.

Topics Discussed

How to score Emails and Live Chats
Calibrating quality between Phone, Email and Live Chat
Quality Checking
Spelling and Grammar
Tone/ Personality
Building Rapport
Use of Emojis/ Emoticons
Speed of Response
Use of canned responses
The role of Technology
Top Tips from the Audience

Panellists

Neil Martin

The First Word

Sundeep Boughan

Puzzel

Jonty Pearce

Call Centre Helper

Author
Rachael Trickey

Rachael Trickey first joined Call Centre Helper in 2010. She has acquired extensive knowledge of call centre technology and the key players in the contact centre Industry.

Rachael is an Account Manager at Call Centre Helper, helping our current customers especially with Webinars and Social Media.

Connect with Rachael on LinkedIn

Recorded Webinar: Improving Quality in Live Chat and Email

Topics Discussed

Panellists

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