Topics Discussed
- Web chat response times
- How many web chats an agent can handle
- Web chat etiquette – Formal vs informal, Punctuation and Grammar
- Training employees for web chat
- Real life examples of web chat
- Blending web chats with emails and social media
- Quality scoring of web chats
- Web chat technology
Panellists

Carolyn Blunt
Ember Real Results

Richard McCrossan
Genesys

Jonty Pearce
Call Centre Helper
