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.


  • 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

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

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