In the second part of our podcast, Chris Dealy discusses with Carolyn Blunt (LinkedIn, Twitter) and Tina Squire (LinkedIn) about where chat based service goes wrong in the contact centre. Carolyn and Tina discuss recurring themes where call centres fail when implementing web chat and what common stumbling blocks to look out for.
Web chat is one of the fastest growing contact channels. From the customer perspective, it’s instant, it’s easy and it’s text based. For the call centre it offers some tempting efficiency gains over phone calls and the chance to improve customer engagement. But the old saying ‘the devil is in the detail’ definitely applies here. In this podcast we discuss the pros and cons of chat, as well as providing some tips for getting chat right in your operation. Chris Dealy of injixo is joined by industry experts Carolyn Blunt (LinkedIn, Twitter), Managing Director of Real Results Training, and Tina Squire (LinkedIn), Strategic Contact Centre Operations Director at Interact CC.