Online Conference Replay: Improving Quality in Live Chat and Email

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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.

Neil Martin - headshot
Neil Martin
The First Word
Sundeep Boughan - headshot
Sundeep Boughan
Jonty Pearce - headshot
Jonty Pearce
Call Centre Helper
Topics to be 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