Recorded Webinar: Chat and Email Mistakes to Avoid

Live chat and email conversations can be tricky. The delayed response and the difficulty to convey tone means that mistakes are easy to make.

These mistakes – which involve people, process and technology issues - are happening far too often.

In this webinar, we will discuss some of these mistakes and how you can avoid them, so you can improve digital conversations with your customers.


  • Introductions – Jonty Pearce, Call Centre Helper
  • Leslie O’Flahavan, E-Write
 Leslie O’Flahavan slides from Chat and Email Mistakes webinar Click here to view the slides
  • Neil Martin, The First Word
 Neil Martin slides from Chat and Email Mistakes webinar Click here to view the slides
  • Vit Horky, NICE CXone
 Vit Horky slides from Chat and Email Mistakes webinar Click here to view the slides

Topics Discussed

  • Classic chat and email mistakes
  • How to improve live chat
  • The keys to developing better customer service emails
  • Best practices for creating better customer conversations
  • How to manage performance on email and chat
  • Top tips from the audience
  • Winning tip – "#Tip - when selecting agents to work on live chat or direct messaging platforms, you need to be careful that they are comfortable with using the written word in the local language, otherwise a simple request or question can quickly turn into a dissatisfied customer and potentially, a complaint " thanks to Ian42
Original Webinar date: 7th October 2021


Leslie O’Flahavan- Headshot
Leslie O’Flahavan
Neil Martin- Headshot
Neil Martin
The First Word
Vit Horky- Headshot
Vit Horky
Jonty Pearce- Headshot
Jonty Pearce
Call Centre Helper

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This webinar was brought to you by Call Centre Helper and is sponsored by NICE CXone

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