november 2020

wed04nov10:00 amCOPC Inc. Webinar

Event Details


  • Please join our one-hour webinar, Improving the Effectiveness of Chat, presented by Scott Flewelling, Vice President, North America and Brent Jernigan, Director, North America.

  • DATE:
    Wednesday, November 4, 2020
    10:00 AM (US Central Standard Time) / 5:00 PM (Central European Time)
    Live Virtual Webinar via Zoom

  • Does your organization have customer service reps engaging in live chat and/or using bots to improve the customer experience? Are you measuring the correct performance data?

  • Chat is a service channel that many contact centers are still trying to master. Chat can involve a simple bot to greet visitors to the website, a complex bot that answers most typical questions, or a human assisted chat with full knowledge, or all of the above. The ease of use for the customer and the transfer of the conversation to humans (human handoff) and/or other channels is where many contact centers falter.

  • In this webinar, we’ll discuss the different methods of chat, the metrics that should be in place to measure it, and how it applies to each phase – Service, Quality, Cost and Customer Experience (CX). This is a webinar for CX Managers that are not sure how to implement chat, or those that currently have it in place but are not sure how well it’s working.

  • Takeaways Include:
    • Examples of chat implementations, including chatbots
    • The key reasons to implement a chat program and how it impacts the customer experience and the service journey
    • Concurrency – what is it and what is the right level of concurrency
    • Metrics that should be in place for the effective management of chat – from the customer, agent and business perspectives


    James Cammareri
  • Time

    (Wednesday) 10:00 am