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Session 210: Chat for Technical Support: First American's Continuing Journey Toward Best Practice

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

Date: Wednesday, April 10

Time: 11:30am - 12:30pm

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

Track: Technology

Format: Session

Vault Recording: TBD

Audience Level: Intermediate/Advanced

Chat is still a hot topic in customer service and technical support, but while chat has hit big in customer service, industry data indicates low adoption in technical support. How do you get started? What are best practices? What do you measure? Chat accounts for approximately 20% of First American's overall contact volume, and it just keeps growing. 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, chat technician training ideas, and the confidence to implement chat within your own support organization.