Recorded Webinar: The Best Ways to Handle Webchat

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

Original Webinar date: Thursday 26th October 2017