Recorded Webinar: How to Give the Wow Factor on Email and Live Chat

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In this webinar, we discussed the more innovative ideas that really help you to impress your customers over these two channels, considering everything from language selection to technology solutions.

Panellists

• Introductions – Charlie Mitchell, Call Centre Helper
• Neil Martin, The First Word

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• Mike Murphy, Genesys

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Topics to be discussed

• Language selection
• Advisor soft-skills
• Tone and personality
• Customer service strategy
• The customer experience
• The role of technology
• Omnichannel customer support
• Top Tips from the Audience
• Winning tip – “HEAT
  H – Hear – Listen to what the client is saying,
  E – Empathize with the client’s complaint,
  A – Apologize for the incidence and
  T – Take Ownership and find a solution to the concern or complaint” thanks to Antonica3

Original Webinar date: October 2018

This webinar was brought to you by Call Centre Helper and is sponsored by Genesys.

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