How to Harness the Power of Chat in Your Contact Center
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How to Harness the Power of Chat in Your Contact Center

Date Aired: September 24, 2015

Presenters: Leslie O'Flahavan, Ross Haskell, Erica Strother Marois

Sponsor:

Watch the webinar video below.

ICMI insight on your customer's desire to use Chat. Plus best practices when it comes to offering Chat and how to measure success.

Did you know that more customers would prefer to use web chat than any other assisted channel? Yet, according to the latest research from ICMI, just one-third of contact centers today are supporting web chat.  This gross misunderstanding of the importance of web chat may be negatively affecting customer satisfaction, limiting revenue opportunities and hindering the success of your organization. 

Do not risk causing irreversible harm to your organization; attend this webinar to discover the three awesome outcomes of providing chat customer service. 

ICMI and BoldChat by LogMeIn will share new insights that reveal the importance of web chat to customers and their increased likelihood to switch companies when they aren’t satisfied. You’ll receive tips and ideas for delivering exceptional experiences through chat, discover the ROI of chat, and learn how to measure and recognize the success of leveraging chat to provide stellar customer service

During this webinar you will learn:

  1. Why customers prefer chat over any other assisted channel
  2. The necessary skills for effective customer interactions on chat
  3. How to best measure the success of chat
  4. When to expect a chat implementation to deliver its return on investment

Join us for this interactive and informative hour—complete with audience polls, case studies, best practices and live Q&A.



Presenters

Leslie O'Flahavan

Co-founder, partner, E-WRITE

Leslie O'Flahavan has helped thousands of people learn to write well for online readers. She has delivered customized writing courses for customer service agents, social media managers, and support desk staff. She is a problem-solver for all the writing-related challenges faced by contact centers: e-mail, chat, and social media. She helps contact centers train agents to write excellent e-mail, measure the quality of their e-mails to customers, and rewrite and maintain their entire library of canned answers. Recently, she completed a complete overhaul of customer service writing for a global airline’s domestic and international contact centers. Leslie is the co-author of Clear, Correct, Concise E-Mail: A Writing Workbook for Customer Service Agents.

Ross Haskell

Senior Director of Products, BoldChat , LogMeIn

Ross Haskell leads the BoldChat product strategy at LogMeIn, liaising with customers and development in order to push customer care agents towards a future of enterprise-class features, mobile dominance, and unparalleled efficiency.   Before BoldChat, Ross held senior-level manager positions at Visionael Corp., Green Mountain Energy Co., and Tivoli (an IBM company). Ross frequently shares his insights at industry events including HDI, the ECMTA Summit, the Retail Marketing Conference, and the Internet Retailer Conference and Exhibition.

Erica Strother headshot

Erica Strother Marois

Community Specialist, ICMI

Erica Strother Marois is the Community Strategist at ICMI. With a background in marketing, public relations, and social media, she brings nearly ten years of community management experience to ICMI. Erica manages ICMI’s robust network of community contributors – 500 strong! She also hosts ICMI’s weekly tweet chats that feature dynamic, interactive discussions with thought leaders and innovators in our community. Erica produces our webinars and many other content initiatives like Contact Center Insider, our weekly newsletter. She also partners with vendors in the community to nuance their viewpoint on important topics. Lastly, Erica employs her creative viewpoint on community engagement at ICMI events – working with attendees to enhance their event experience and bring the ‘fun’ to attending an industry event. Erica is a connector of people – in any medium – and the contact center community is lucky to have her on their side!


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Topics: Chat, Customer Experience

QuickPoll

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
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