Live Chat for Managers Training Course
$697 AUD per person
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 Live Chat for Managers training course 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 doesn’t come without its challenges. Just like the phone channel, Service Levels, Wait Times, Knowledge Bases, Routing, Integration and Reporting and so on are all critical components 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 Live Chat for Managers course is designed for you.
Need to train your frontline agents on Live Chat Customer service skills? Check out our Live Chat for Agents course >
Live Chat for Managers Course Fast Facts
Three great modules:
Our Live Chat for Managers training courses are delivered over 3 great modules:
Session 1
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, 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.
Session 2
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, Daniel Ord
The trainer for the Live Chat for Managers training course is Daniel Ord from OmniTouch International – recognised as one of the leading customer experience and contact centre trainers in the world.
Daniel has trained over 50,000 participants across over 40 countries and is regularly featured in leading customer management publications and he has been a regular visitor to Australia for over 20 years.
Credentials-wise, Dan is a Certified Customer Experience Professional (CCXP), one of only a handful of recognised CXPA trainers in the world, an International Customer Management Institute (ICMI) Certified Associate, a Call Centre Industry Advisory Council Training Partner (CIAC), Net Promoter Certified and Daniel was the first to bring professional management level Contact Centre certification to Asia back in the early 00s (he was based in Singapore for 20 years).
Daniel is consistently regarded as the best trainer in the industry with his incredible subject matter expertise, excellent storytelling with real-world examples, a great sense of humour and a clear passion for the industry and helping people excel.
So it’s not surprising to note that despite all the numerous industry accolades and recognition, it’s the Customer Testimonials Daniel is most proud of and you can read a selection of his recent testimonials below.
Customer Testimonials for Daniel Ord
Helpful, practical advice
Thanks Daniel and Justin for running another course full of helpful and practical advice. The lessons learnt in this coaching and monitoring course can be applied to many aspects of our day to day work.
Engaging and insightful
I have taken many learnings from this course. Daniel presented in an delightfully engaging manner and provided a wealth of knowledge and insight. I see a lot of long term benefit from this course. It has sparked new ideas, and has shifted my mindset in several ways. Daniel provided many practical tools to utilise, and presented some fantastic ideas and valuable feedback.
Interesting and in depth
The course was interesting and in depth. Some very interesting discussions. Would like facilitators in the breakout groups to encourage participation however was still good.
Helped link the Contact Centre to Customer Service Objectives
This course was amazingly informative and helpful. It created an understanding of the peculiarities of Contact Centre Management and how to optimize the systems and resources available to achieve the Customer Service objectives of the entire organization.
About CX Skills
CX Skills is a specialist training business that only delivers customer experience, customer service and leadership related courses facilitated exclusively by industry professionals and we’re one of the founding members of the Australian Customer Experience Professionals Association (ACXPA).
We’ve trained thousands of staff across a diverse range of businesses and we’re proud of the amazing customer testimonials we’ve received (with the latest Google reviews listed below) so you can rest assured your Live Chat for Managers training is in good hands.
Public or Private?
The Live Chat for Managers course can be delivered publicly (with other businesses) or privately (just for your business). We’ve explained some of the differences below.
Public Courses
Our publicly available Live Chat for Managers courses enable you to enrol as few as one employee making them a cost-effective way of upskilling yourself or your leaders.
The public courses can also be a great way to interact and learn from others in either the same or different industries.
Each course has fixed times and dates making it easy to plan around shifts, holidays and other business commitments.
You’ll find a list of upcoming public courses for Live Chat for Managers training at the bottom of this page.
Private Courses
Whilst the public Live Chat for Managers course can be a great way to interact with others and are perfect for small numbers, sometimes you need more flexibility with the dates and times or you’d like the benefits of training larger groups of agents within your business.
Our private courses can deliver the same course with dates and times to suit you and we can also include custom-built role plays, simulations and call examples based on your business rather than generic ones we use in our public courses.
Purchase a ticket to the Live Chat for Managers Course
We are still trying to gauge support for this course so it’s currently only available as a private course in 2022. If you’d like to go on the notifications list for our next public course please register below. As soon as we get enough people registered (minimum 3) we’ll schedule a course!
Register your interest now
Register your details below and as soon as we get enough people registered (minimum 3) we’ll schedule a course!