THIS WEEK WE’LL BE DISCUSSING - RAPID SCALING UP OF MESSAGING AND LIVE CHAT INTERACTIONS 
This week’s Coffee Club will focus on the rapid scaling up of messaging and live chat interactions.  Join us as we dive into strategies and techniques to efficiently expand your messaging capabilities whilst enhancing customer interactions and explore together innovative approaches to quickly and effectively scale up your messaging and live chat initiatives.
 
Key discussion points will include:
  • AHT Estimates: Understanding and optimising Average Handling Time for messaging and live chat interactions.
  • % of Messaging vs Live Chat vs Voice: Analysing the distribution of communication channels and their impact on customer engagement.
  • NPS Metrics/Customer scores: Exploring how customer feedback and satisfaction scores can drive improvements in messaging and live chat experiences.
  • Impact on setup: Discussing how your approach to scaling up messaging and live chat can influence setup processes, highlighting key positives and negatives.
We look forward to seeing you there. Please register your place above!
 
CCA Coffee club sessions are simply an informal chat over a cup of coffee, tea or other refreshment exclusively for Platinum and Accredited members. We invite you to join us on the 13 September! These sessions are highly interactive so please come prepared to actively share and participate in the discussion.