Recorded Webinar: Best Practices for Using Web Chat

Agenda

• Jonty Pearce – Call Centre Helper
• Paul Weald- Deloitte Digital

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• Richard McCrossan- Genesys

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•  Your tips
• Winning tip – “A good internal measure for chat to check on customer experience is silence – ie, where the delays in the chat were – with the agent or the customer. You should however only use this as an indicator as there will be occasions when the agent asks for the customer to perform some diagnostics and the customer may respond with ‘ok’ whilst they perform the diagnostic”.  Congratulations to Simon5
• Interactive Q&A – Live questions from the audience

Topics discussed

Web Chat as part of a customer strategy

• 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

Managing Web Chat in the contact centre

• 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

How the right technology can make Web Chat more effective

• Queuing strategies for Web Chats
• Blending calls, emails and Web Chats
• Managing knowledge across multiple channels

Top tips from the audience

 

Original Webinar date: November 2014