Recorded Webinar: Improving Quality in Live Chat and Email


Agenda

  • Introductions – Jonty Pearce, Call Centre Helper
  • Neil Martin, The First Word
Webinar Slides: Improving Quality in Live Chat and Email by Neil Martin

Click here to view the slides

  • Sundeep Boughan, Puzzel
Webinar Slides: Improving Quality in Live Chat and Email by Sundeep Boughan

Click here to view the slides

Topics to be 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
  • Closing/tagging
  • Use of canned responses
  • The role of technology
  • Top Tips from the Audience
  • Winning tip – “#Tip: Answer the question you’re asked – not the question you want to answer!” – thanks to Josh3

Original Webinar date: During our Online Conference – March 2018







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