Enabling Chat – Key Success Factors in Chat Implementation
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Enabling Chat – Key Success Factors in Chat Implementation

12/3/2013
When: Tuesday, December 3, 2013
9:00 - 10:00 AM PST (Los Angeles), 12:00 - 1:00 PM EST (New York), 18:00 - 19:00 CET (Frankfurt)
Where: Webinar
Contact: Danielle Rosero

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Many organizations are aware of the value and benefits of leveraging chat as a channel to engage the technical support team. However, many are uncertain of how to successfully launch chat as a program (not a technology) to drive out the cost of providing support while increasing customer satisfaction. To build a successful chat channel, support organizations need to take a different approach towards workforce management and metrics. Learning from organizations such as Novell, the audience will receive:

  • Guidelines for successfully transitioning from phone-based to chat-based support
  • Understanding of the four key types of chat support strategies
  • How to tailor a workforce management approach for chat

Speaker:


Greg Cowart
Business Solutions Manager
Bomgar

  • Works with prospects and existing customer to realize the most ROI on their Bomgar Purchase
  • Has been working in Contact Centers Management for 10 years
  • At EarthLink was responsible for performance of multiple contact centers in India and the Philippines with multiple lines of business
  • Was responsible for creating and managing policies and processes for the contact centers

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