CCMA Sponsor Event - IT Solutions - Operational Excellence Training for Chat & Messaging Agents - 19th May 2021

Date: 19/05/2021

Venue: Webinar 11 a.m.

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As more and more consumers communicate with brands via Chat, messaging, WhatsApp, Facebook, SMS, Instagram, Twitter etc, contact centre agents need new skills and capabilities to deliver their services effectively. On this short webinar, IT Solutions will outline how they train digital agents to deliver great customer experiences, and at the same time,  deal with the opportunities and challenges these new channels pose. 

This webinar is for Contact Centre Managers, Supervisors, Team leaders, Trainers, and those in CX, Operations, Learning and Development roles. Topics to be discussed include:

  • Recruiting and Onboarding Digital Agents
  • Delivering Operational Excellence with Messaging/Chat
  • Working from Home (WFH) Messaging/Chat Best Practices

About the Speakers

Ann-Marie Sisson, Senior Customer Success Manager I.T Solutions.  Ann-Marie has more than 20 years experience in customer service and contact centres both in Ireland and Latin America. In a previous role Ann-Marie helped formulate a quality control methodology and has brought that experience to her current position. With a background in teaching dance  and a passion for excellent customer relations, the role of training new staff for chat and messaging comes naturally.

Keith Jones, Head of Customer Success I.T Solutions. Keith has worked in customer service for 15 years both in Ireland and Australia. He has worked in varied roles from Customer Service Manager to Head of Quality Assurance for a large financial brand in Sydney. A champion for both chat and messaging from its early days, Keith believes using these tools to build trusting relationships with staff and customers is the key to any business success.

This webinar will commence at 11 a.m. and finish no later than 11.45 a.m. 

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