Implementing Best Practices for Effective Chat Operations

Kevin Payne | December 08, 2014

Companies have increasingly shifted their customer service and sales from voice agents to chat agents. Forrester Research studies show that customer preference for chat has increased from 30% to 43% and case studies show CSAT of more than 80%, increase in conversion rates of 30% and average order value of over 15%.

However, implementing chat is not as simple as adding a chat button on your website and converting voice agents to chat agents. The job skills and technology required are very different and effectively managing chat agent operations can prove to be extremely challenging. Effective chat contact centers must be outcome-oriented, omnichannel connected, enabled by technology and journey design, empowered by prediction and driven by data.

How can you ensure that your chat operations are properly designed and managed?

On December 11, Reagan Miller, VP Chat Agent Services, [24], will host a webinar that addresses the six keys to delivering highly effective chat agent operations. This webinar will include a customer case study and provide actionable steps to immediately improve contact center operations:

  • How to teach agents to deliver a continuous, contextual, consistent experience.
  • How to empower agents by applying predictive technology and intelligent design.
  • How a leading telecommunications company increased FCR by 20% in 8 weeks

The complimentary webinar Six Best Practices for Effective Chat Operations is December 11 from 8:30am to 9:15am PST (16:30 – 17:15 GMT). You can register for the webinar here.