eBook

The Ultimate Guide to Managing a Successful Live Chat Team

How to build, train and measure your customer service team for peak performance

Introduction

Chapter 1
Intro: Build Your Dream Team

1.1
15 Must-Have Customer Service Skills to Look for in a Live Chat Agent

1.2
Top Interview Questions to Find the Best Live Chat Agents

Chapter 2
Intro: Train Your Agents for Live Chat Success

2.1
The Importance of Onboarding Programs – Why You Need it & How to Create it

2.2
4 Fundamentals to Training Live Chat Agents

Chapter 3
Live Chat Scripts and Writing Guides – Templates & Tips

3.1
6 Useful Examples of Apology Letters to Customers

3.2
How to Write a Thank You Letter to Your Customer with Easy-to-Use Samples

3.3
5 Things to Consider Before Drafting Sales Letters and Emails

3.4
How to Write Powerful B2C Sales Letters & Emails with 7 Real-Life Examples

3.5
How to Write a Winning B2B Sales Letter in 7 Easy Steps

3.6
Holidays, Birthdays and More – 20+ Letters to Customers for Special Occasions

Chapter 4
Intro: Track and Measure Your Live Chat Team

4.1
The 9 KPIs You Need to Track

4.2
How To Use Your KPIs As Part of an Ongoing Performance Plan

Chapter 5
Intro: Take Your Team to the Next Level

5.1
How To Deliver Better Service with Omnichannel Customer Support

Conclusion
The Wrap-up

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Introduction

Regardless of the size of your organization, setting up and managing a live chat team can be a nail-biting experience. Even if the technology rollout is smooth, there are many more factors you need to consider for your live chat team to succeed, from launch and well into the future.

This comprehensive guide takes you through the step-by-step process to build or restructure a top-performing live chat team; from hiring the right people, training and setting them up for success, to taking the next step to superstar status and hitting your key customer service KPIs quarter after quarter. This eBook will enable you and your live chat team to provide fantastic service that exceeds your and your customers’ expectations.

Pick out the sections which are most relevant to you or read cover-to-cover for maximum impact. Keep it handy because no matter where you are on your journey, you’ll find a story, tip, or hack to keep you moving forward.

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