Live Chat: The Good, The Bad & The Ugly
Best Practices for Making the Leap from Phone to Chat

> Live 30-minute SSPA Webcast Thursday at 9am PT / 12pm ET: Add to Your Calendar!

Chat agents can have a tremendous impact on online businesses. Fortunately or unfortunately, that impact can be good, bad, and in some cases, even ugly. Their interactions with customers and potential customers create lasting impressions; it’s up to your agents to let consumers know how much you value their business. Live chat is a powerful tool, but it requires skilled agents and proven best practices to launch a successful chat initiative.

In this live, 30-minute SSPA Webcast with John Ragsdale and LivePerson's Barry Lamm we'll explore the top strategies for improving the sales and service skills of your live chat representatives. We'll look at the most effective approaches for combining technology and processes to get the most out of your people, including:

• Common problems thwarting chat success
• Unique skill requirements for chat agents
• Ensuring quality of chat interactions
• Hiring, training & on-going coaching
• Measurement of agent effectiveness
• Rewards & recognition

Presenters include:

• John Ragsdale, VP of Technology Services Research, SSPA
• Barry Lamm, Director of Account Management, LivePerson

Distributed by SSPA
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