Recorded Webinar: The Best Ways to Handle Web Chat in your Contact Centre

Web chat is exploding in the contact centre. It is the fastest-growing channel, outstripping social media by quite a margin. Our panel looked at the best ways to use web chat in the contact centre.


  • Introductions – Jonty Pearce, Call Centre Helper
  • The Best Ways To Handle Web Chat in The Contact Centre – Carolyn Blunt, Real Results

Click here to view slides.

  • Reducing Customer Effort with Web Chat – Richard McCrossan, Genesys

Click here to view slides.

Click here to view the video in Richard McCrossan’s slides.

  • Your tips

Winning Tip – “To reduce the Web Chat handling time use short, quick responses not exceeding more than a line or two. Send your message at each full stop.” Well done Paul!

All the tips from the audience have now been turned into an article Top tips for handling web chat in the contact centre

  • Interactive Q&A – Live questions from the audience

Topics to be 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

Original Webinar date: December 2013

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