#ICMIchat Recap: Live Chat Metrics
Empowering contact center excellence for 30 years!

#ICMIchat Recap: Live Chat Metrics

According to recent Harris research, 53% of customers would prefer to use online chat before calling a company for support. Customers want to communicate with you via chat, but what's the best way to gauge success in the channel? How do you measure CSAT and FCR? And how do you demonstrate the ROI?

This week Justin Robbins led us in an #ICMIchat that was all about live chat metrics. Be sure to check out the full recap below for guidance on the best ways to track, measure and report on live chat success.  You'll also find a few tips for improving the live chat experience for customers.

Join us again next week as we discuss what it takes to deliver award-winning customer service! The conversation kicks off every Tuesday at 1pm EST.  Just use your favorite Twitter browser and follow our hasthtag (#ICMIchat) to participate.

Topics: Chat


More from Erica Strother Marois


Leave a comment

Please sign in to leave a comment. If you don't have an account you can register for free here.

Forgot username or password?



Does your contact center have a policy regarding allowing agents who wish to apply for internal company positions outside the contact center?

No, we don’t have a formal policy
Yes, agents must work in the contact center for at least 1 year before applying for other positions
Yes, agents must work in the contact center for at least 6 months before applying for other positions
More Polls