Topics Discussed
- The latest statistics about digital adoption and customer contact models
- How to migrate existing telephony customers to Web Chat
- Managing Web Chat alongside other channels of support
- Which advisors should handle Web Chat
- How many simultaneous Web Chats can an agent really handle?
- Handle times and SLAs for Live Chat
- Quality monitoring of Web Chat
- Queuing strategies for Web Chats
- Blending calls, emails and Web Chats
- Managing knowledge across multiple channels
Panellists

Paul Weald
Contact Centre Innovator

Richard McCrossan
Genesys

Jonty Pearce
Call Centre Helper

Read more about - Recorded Call Centre and Customer Experience Webinars, Genesys, Live Chat