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Browse our selection of insights on live chat in contact centre operations to enhance customer engagement and response times.

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Negative VS Positive Words in Customer Service – With Examples

Negative VS Positive Words in Customer Service –…

10 Best Practices to Improve Customer Service Live Chat

10 Best Practices to Improve Customer Service Live Chat

Customer Service Apologies – Keeping Sorry Fresh and Sincere

Customer Service Apologies – Keeping Sorry Fresh…

How to Forecast With Limited Data

How to Forecast With Limited Data

Is a web chat cheaper than a voice call?

Is a web chat cheaper than a voice call?

How to Assess Quality on Email and Live Chat in the Contact Centre

How to Assess Quality on Email and Live Chat in the…

What is the Formula for Concurrency In Chat Support?

What is the Formula for Concurrency In Chat Support?

Top Tips for Internet Chat in the Call Centre

Top Tips for Internet Chat in the Call Centre

How to Write Good Customer Support Live Chat Scripts – With Examples

How to Write Good Customer Support Live Chat Scripts –…

10 Things They Won’t Tell You About Live Chat

10 Things They Won’t Tell You About Live Chat

How to Forecast and Plan for Live Chat

How to Forecast and Plan for Live Chat

21 Top Tips For Using Webchat in the Contact Centre

21 Top Tips For Using Webchat in the Contact Centre

Live Chat Metrics: Which Should You Be Monitoring?

Live Chat Metrics: Which Should You Be Monitoring?

Replacing Live Chat With Asynchronous Messaging

Replacing Live Chat With Asynchronous Messaging

Ten Tips to Provide a Greater Webchat Experience  

Ten Tips to Provide a Greater Webchat Experience  

Making Your Customer Service Writing Simple, Friendly and Personal

Making Your Customer Service Writing Simple, Friendly…

Training Your Staff to Be Effective at Live Chat

Training Your Staff to Be Effective at Live Chat

Top tips for email and web chat

Top tips for email and web chat

14 Fresh Ideas from the Sky Contact Centre

14 Fresh Ideas from the Sky Contact Centre

What’s Happening in the World of Webchat?

What’s Happening in the World of Webchat?

Top Tips for Handling Webchat in the Contact Centre

Top Tips for Handling Webchat in the Contact Centre

Introducing Avatars in the Contact Centre

Introducing Avatars in the Contact Centre

15 Golden Rules of Webchat

15 Golden Rules of Webchat

What Will Happen to the Contact Centre in 2016 and Beyond?

What Will Happen to the Contact Centre in 2016 and Beyond?

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