Recorded Call Centre and Customer Experience Webinars

Recorded Webinar: The Best Ways to Handle Web Chat in your Contact Centre

Published On: 5th Aug 2026 10:18

Web chat is exploding in the contact centre. It is the fastest growing channel, out stripping social media by quite a margin.

So what does best practice in web chat look like? Join us for this interactive webinar to find out more.

Our panel will be looking at the best ways to use web chat in the contact centre.

Topics Discussed

Web chat response times
How many web chats an agent can handle
Web chat etiquette – Formal vs informal, Punctuation and Grammar

Training employees for web chat
Real life examples of web chat
Blending web chats with emails and social media
Quality scoring of web chats
Web chat technology

Panellists

Ember Real Results

Richard McCrossan

Genesys

Jonty Pearce

Call Centre Helper

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