Recorded Webinar: Improving Quality in Live Chat and Email


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.

Topics 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


Neil Martin - Headshot
Neil Martin
The First Word

Sundeep Boughan - Headshot
Sundeep Boughan

Jonty Pearce - Headshot
Jonty Pearce
Call Centre Helper

Author: Rachael Trickey

Published On: 13th Mar 2018 - Last modified: 28th Feb 2023
Read more about - Recorded Call Centre and Customer Experience Webinars,

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