Recorded Call Centre and Customer Experience Webinars

Recorded Webinar: Improving Quality in Live Chat and Email

Published On: 6th Aug 2026 08:00

In this webinar we look at how we can improve Quality in Digital Channels.

So much of the focus on Quality has been on the voice channel. Email and Live Chat have taken second stage.

We look at the latest techniques to drive up quality across all digital channels.

Topics Discussed

How to score Emails and Live Chats
Calibrating quality between Phone, Email and Live Chat
Quality Checking
Spelling and Grammar
Tone/ Personality
Building Rapport
Use of Emojis/ Emoticons
Speed of Response
Use of canned responses
The role of Technology
Top Tips from the Audience

Panellists

Neil Martin

The First Word

Sundeep Boughan

Puzzel

Jonty Pearce

Call Centre Helper

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