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

Genesys webinar: How to give the wow factor on email and live chat

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
Webinar Slides: How to wow on email and live chat by Neil Martin

Click here to view the slides

  • Mike Murphy, Genesys
Webinar Slides: How to Wow on email and live chat by Mike Murphy

Click here to view the slides

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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