Recorded Webinar: The Best Ways to Handle Webchat


In this webinar we looked at the best ways to improve the handling of web chats in the contact centre.

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Agenda

  • Introductions – Jonty Pearce, Editor, Call Centre Helper
  • Neil Martin, The First Word

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  • Aruf Khan, NICE Nexidia

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Topics to be discussed

  • The Best Operating Hours
  • Identifying and Greeting Customers
  • Using Canned Responses
  • Building Rapport Over Webchat
  • Personalising Chat
  • Dealing With Complex Enquiries
  • Multichannel – Joining Web and Phone Calls
  • Quality Scoring of Webchats
  • Webchat Technology
  • Top Tips from the audience
  • Winning tip – “Don’t ask for too much information about the customer before they start a chat. This may put them off starting a chat to begin with. We only ask their name to begin with and if we need more information, we get what we need in the chat” thanks to Stuart17

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

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