The intent of this workshop is to assist customer service operators increase their understanding and appreciation of the live chat medium and its role in creating a great customer experience. It is also intended to involve the participants in the establishment of the rules of engagement for the web chat environment.
The intent of this workshop is to create uniformity and agreement on what constitutes a successful customer interaction. Participants explore techniques and models to use in order to engage effectively with members
The intent of this workshop is to develop the skills of participants to manage all aspects of initiating telephone contact with leads. This predominantly includes setting the appropriate strategies for contact, engaging effectively on the phone, and establishing a way forward with the lead prior to closing the call.