managing live chat team

eBook

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

The Ultimate Guide to Managing a Successful Live Chat Team

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Chapter 2

Intro: Train Your Agents for Live Chat Success

You’ve interviewed and hand-picked the best live chat agents and are ready to go – or are you?

Before you can even begin training your new agents on how to use the system, you need to create and implement an onboarding program. This will lay the foundations for forming successful and fulfilled employees who fully understand their responsibilities and become intrinsic parts of the team.

This process should begin before any employee has even begun their first day. However, this doesn’t simply mean giving them technical training on the new system or about your products or services. You need to prepare them for the intricacies and unique elements of live chat.

You will learn:

  1. Why onboarding programs are so important and how to create your own
  2. The four key elements required to provide the best training for your live chat agents.