Masterclass

Are you looking to take your chat or messaging team to the next level? Our one-day masterclass is designed to help you give your team a boost and maximise their work to deliver an excellent customer experience. This interactive and immersive training experience will provide your agents with the tools and techniques they need to deal with the challenges of written customer contact, handle complex enquiries, provide personalised support and build lasting relationship between the customer and the brand.

Through a combination of hands-on exercises, group discussions, and real-world case studies, we’ll learn how to leverage the right tools and metrics to drive effectiveness, experience and efficiency. 

Topics covered:

• Chat, messaging and automation
  • What are the biggest challenges and opportunities?
• Structuring the conversation
  • Using the right conversation structure for your channel
  • How to structure a conversation for success
• Transcript reviews
  • How do they work and how can I get the most out of them?
• Focus on the right metrics
  • What are the metrics that matter and how can I influence them?
  • 'What happens if…?' An interactive look at the impact of behaviour on conversations