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How To Evaluate and Improve Your Live Chat Channel

By Matthew Jones |

The ICMI has suggested that 53% of customers would prefer to use Live Chat before calling a company for support. It's a channel of growing importance, yet many Contact Centres struggle to offer a great Live Chat experience.

To help, we recruited the help of Live Chat experts, The Chat Shop, to share their top Live Chat tips and our very own Reg Dutton will be sharing how to evaluate Live Chat conversations as part of your QA programme too!

In this recorded webinar, you'll learn:

  • The growing importance of Live Chat.
  • What 'great chat' looks like and how to avoid many of the common mistakes.
  • How to build an effective Quality scorecard to evaluate your Live Chat.
  • How engaging your front-line team can lead to great chats with your customers


How to evaluate and improve your live chat with EvaluAgent and The Chat Shop


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