HDI 2018 Schedule Builder

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Session 505: Chat for Technical Support: A Discovery Journey to Best Practices

Mary Cruse (Director, IT Customer Services, First American Corp.)

Location: Room 315

Date: Thursday, April 12

Time: 11:30am - 12:30pm

Pass Type: Conference and Expo Package, Executive Connections - Get your pass now!

Track: Process Optimization and Automation

Experience Level: Intermediate/Advanced

Organization Maturity: Mature/Business Focus, Evolving/Proactive

Vault Recording: TBD

Audience Level: Intermediate/Advanced

While chat seems to be big in customer service, industry data indicates low adoption in technical support. Join this session and come along on First American’s journey to implement chat and hear the lessons learned along the way, practices they’ve honed as a result, and where they are today in reinventing chat within the service desk. You’ll leave with tips for chat technician qualifications, a chat quality monitoring scorecard, a training outline, and the confidence to implement chat within your own support organization.