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Live Chat Management Course – October 2020
October 2020 Live Chat Management Course
Today, customers continue to turn to online or digital support for everyday needs and questions whether it’s through a live chat software on your website, SMS, Facebook, WhatsApp and so on.
Whether for sales, service or technical support, the live chat channel can fulfil many roles for the organisation and our overall objective for this training program is to equip participants with a solid understanding of the live chat channel, its business objectives, typical uses, best practices and measures of success.
But managing Live Chat management doesn’t come without its challenges. Service Levels, Wait Times, Knowledge Bases, Routing, Integration and Reporting and so on and we cover them all in this course.
Whether you are currently using Live Chat and are looking to ‘tune-up’ or you are looking at implementing Live Chat, our October 2020 Live Chat Management Course is designed for you.
Looking for a course on how to manage a contact centre? Check out our Contact Centre Management Fundamentals Course >
Live Chat Management Course Fast Facts!
Three great modules:
The October 2020 Live Chat Management Course is delivered over 3 great modules:
Module 1: Establishing Organisational Objectives for Live Chat
It always helps to have a big picture of what you want to achieve. A purpose, a mission – a vision. Call it what you will.
Each time a channel is integrated into the existing mix of Customer contact points, an increasing level of resource and sophistication is required.
So it is important to first establish and confirm the organizational objectives for Live Chat and ensure the program is designed in a manner that supports objectives.
In this section of the program, we will address all the major strategic objectives for Live Chat and work with participants to both articulate and document their objectives.
Module 2. Customer Expectations for Live Chat
While establishing organisation objectives is important, the other ‘side’ of the equation involves the customer.
In this module of the October 2020 Live Chat Management Course, we address the known and studied expectations that customers have for the Live Chat channel to ensure that the needs of both the Organisation and its customers are met.
Module 3. Developing a Customer Access Strategy for Live Chat
This is where we will spend most of our time.
In this module, we will workshop a comprehensive Customer Access Strategy related to Live Chat. The Customer Access Strategy helps us bring our strategy to life and we will address, component by component:
- Customer Segmentation
- Reason Types / Passive or Reactive situations
- Wait Time Approach
- Hours of Operation
- Journey Mapping / Routing / Omnichannel considerations
- People Resource requirements for Live Chat (Training & Know How )
- Technology Resources requirements (what to look for in Live Chat)
- Knowledge Bases
- Integration & Reporting requirements (including the effectiveness of the program)
By the end of this section, participants will have a very strong grasp of what they need to do to either ‘fine-tune’ their existing program or implement a new program.
About Your Trainer
Your trainer for the October 2020 Live Chat Management course is Daniel Ord from OmniTouch International – the leading contact centre trainer in the world with his courses regularly selling out across the globe.
Daniel has trained over 50,000 participants across over 40 countries and is regularly featured in leading contact centre publications and he has been a regular visitor to Australia for over 20 years.
Participants consistently rank Daniel as the best trainer they’ve had with incredible subject matter expertise, excellent storytelling with real-world examples and of course, a great sense of humour so you’ll have some fun while you learn!
Credentials-wise, Dan is a Certified Customer Experience Professional (CCXP), an International Customer Management Institute (ICMI) Certified Associate, a Call Centre Industry Advisory Council Training Partner (CIAC), Net Promoter Certified and the first to bring professional management level Contact Centre certification to Asia back in the early 00s.
How and when its delivered
The October 2020 Live Chat Management training course is delivered as two 4-hour modules in consecutive days delivered via Zoom Teleconferencing. This is a public course meaning it is available for anyone to book and the times and dates are fixed to enable you to plan ahead.
The October 2020 Live Chat Management Course will be conducted on:
- Tuesday 20th October 2020 1:00 pm to 5:00 pm AEST
- Wednesday 21st October 2020 1:00 pm to 5:00 pm AEST