For contact centre agents and administrators, delivering an “average” customer experience can be challenging enough, let alone delivering an “exceptional” one. But great customer service isn’t a fantasy – hundreds of great companies deliver it daily. In fact, a recent Forrester study showed that the number of companies with “good” or “excellent” customer experience index scores has steadily increased between 2007 and 2014.
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This ebook features expert tips to help agents and administrators alike provide superior service via live chat. Filled with practical tips and actionable items it is divided into three parts to help address all the ways a live chat implementation can be done successfully.
· Section one is about the all-important chat agent
· Section two is about the management of the agent
· Section three is about how management can support chat
Together, these tips can help make your company’s dream of excellence become a reality.