eBook

The Ultimate Guide to Managing a Successful Live Chat Team

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

The Ultimate Guide to Managing a Successful Live Chat Team

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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Chapter 5

Intro: Take Your Team to the Next Level

You’ve hired the ultimate team of live chat agents, undergone a thorough onboarding, trained them up to superstar perfection, and are now tracking individual and team KPIs to ensure your team is running like a well-oiled machine.

This is a huge achievement and has likely taken a lot of hard work and patience, so congratulations!

Now you have two options: you could sit back and leave your team running as it is, hoping that you are providing your customers (and agents) with the best possible experience,

or you could set up an omnichannel customer engagement platform and take your customer service practice to the next level, providing support that your competitors could only dream of. What would you choose?

If you want the latter, then read this section to find out how your agents can use Comm100’s omnichannel customer engagement platform to provide an optimal experience for every customer while improving agent efficiency and support.

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