Recorded Webinar: The Best Ways to Handle Webchat


Agenda

  • Introductions – Jonty Pearce, Editor, Call Centre Helper
  • Neil Martin, The First Word
Webinar Slides: The Best Ways to Handle Webchat by Neil Martin

Click here to view the slides

  • Aruf Khan, NICE Nexidia
Webinar Slides: The Best Ways to Handle Webchat by Aruf Khan

Click here to view the slides

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

Original Webinar date: Thursday 26th October 2017







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