Chat with us, powered by LiveChat 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


Air Date: September 24, 2015
Time: 1 PM Eastern Time
Presenters:

Leslie O'Flahavan , Ross Haskell , Erica 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
Cofounder, E-WRITE

E-WRITE’s Leslie O'Flahavan has helped thousands of people learn to write well for online customers. She delivers customized writing courses for frontline agents, social media managers, and contact center managers. She is a problem-solver for all the writing challenges faced by contact centers: email, chat, text, and social media. She helps contact centers train agents to write well, measure the quality of their writing, and rewrite their template libraries. In 2018, she completed an overhaul of customer service writing for a global airline’s domestic and international contact centers. Since 2015, Leslie’s been on ICMI’s Top 50 Thought Leaders on Twitter list. She's a LinkedIn Learning (Lynda.com) trainer for the courses “How to Write Customer Service Email,” “Serving Customers Through Chat and Text,” and “Serving Customers Using Social Media.” Leslie is also the author of Clear, Correct, Concise E-Mail: A Writing Workbook for Customer Service Agents. Connect with Leslie at Leslie@ewriteonline.com or follow her on Twitter @LeslieO.

Ross Haskell
Senior Director of Products, BoldChat, LogMeIn

Ross is the Senior Director of Products for BoldChat by LogMeIn, leading product strategy, 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 marketing, product, and consulting positions at technology companies, including Visionael Corp., Green Mountain Energy Co., and Tivoli (an IBM company). He has a special interest - and nearly 20 years' experience - in translating consumer data into actionable insights for customer service professionals. Ross earned a BS in Marketing at Boston College and a MBA from Texas A&M University.

Erica Strother headshot
Erica Marois
Content Marketing Specialist, 8x8

A passionate connector of people, Erica Marois is a customer and employee experience enthusiast who loves helping others find unique solutions to their biggest challenges. She has 12+ years of experience in content creation and community building and volunteers as a facilitator for CX Accelerator. A content marketing specialist with 8x8, Erica works from home in Richmond, VA, where she lives with her husband and their lab-mix, Quinn. Outside of work, she loves cooking, traveling, and reading.




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