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Articles - Live Chat

Browse our selection of insights on live chat in contact centre operations to enhance customer engagement and response times.

Live chat concept with person holding a phone and chat icons

Best Statements to Use When Closing a Live Chat

Seven chat bubbles with person pointing at one behind - live chat training concept

Live Chat Quality – 7 Training Exercises to Improve It

Get the most out of live chat

3 Quick-Fire Ways to Get the Most Out of Live Chat

Helpdesk written on blocks

Helpdesk 101 – An Introduction to Helpdesk Technology

live chat signs

How to Handle Multiple Chat Conversations Effectively

pink live chat phone

Replacing Live Chat With Asynchronous Messaging

Chat illustration on laptop

14 Best Practices for Customer Support Live Chat

livechat on laptop

Erlang C for Chat?

Concurrency in Chat

What is the Formula for Concurrency In Chat Support?

many live chats

Chat Concurrency

Chat and Email Quick Wins

21 Quick Wins for Dealing With Chat and Email

Person holding a tablet with message bubbles above it

How to Write Good Customer Support Live Chat Scripts – With Examples

A photo of someone thinking about what to write

Making Your Customer Service Writing Simple, Friendly and Personal

A picture of a benchmarking sign

8 Benchmarks to Improve Your Live Chat Metrics

A picture of a webchat conversation

15 Golden Rules of Webchat

Leslie O'Flahavan

Podcast – Customer Service Writing: How to Get More from Your Emails and Chats

A photo of a group planning with charts

Planning for Asynchronous Chat in the Contact Centre

A picture of a calculator with a live chat symbol

How to Forecast and Plan for Live Chat

Replace negative Words With Positive Words

Negative VS Positive Words in Customer Service – With Examples

Live Chat Metrics: Which Should You Be Monitoring?

How to Forecast With Limited Data

10 Things They Won’t Tell You About Live Chat

How to Write to Vulnerable Customers

How to Assess Quality on Email and Live Chat in the Contact Centre

Odigo Cybersecurity Black Box

Editor's Pick

Thumbnail The Best Ways to Track Absence in the Contact Centre

The Best Ways to Track Absence in the Contact Centre

Thumbnail Contact Centre Predictions for 2025

Contact Centre Predictions for 2025

Thumbnail 10 Christmas Office Games to Motivate Your Team

10 Christmas Office Games to Motivate Your Team

Thumbnail Stop Doing These Stupid Things to Your Customers

Stop Doing These Stupid Things to Your Customers

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Hot Topics : CX - CCaaS - AI - Analytics - WFM

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