Chat skills for agents who have never used the channel.
We built an online LMS course for one reason: to remove the fear of using chat as a service channel. It is designed to give confidence to agents who have never handled a live chat session.
Self-paced online course delivered through an LMS, assignable to individuals or whole teams.
What an agent can do when they finish.
- Understand each channel's benefit01
Know what every support channel gives the customer and the organization, and when each is appropriate.
- Recognize the frequent requests02
Identify the question types customers most often bring to live chat.
- Set the right conversational tone03
Write so messages are not misunderstood or taken out of context.
- Use canned responses well04
Agree on acceptable canned responses, and know when an articulated reply is required instead.
- Move the conversation when needed05
Know when to shift a chat to telephone or video, and how to do it cleanly.
- Evaluate the session06
Assess how effective the chat was for the customer and what to improve next time.
Training is one part of a wider program.
- Platform training
Admin and agent enablement on your own build.
- All solutions
How training sits alongside delivery work.
- Private sector
Small business through enterprise programs.
- Public sector
Agency, education, and contract-vehicle work.
- How we deliver
Where training lands in the engagement.
Bring us a hard problem. We'll bring a system for it.
A short consult is a good first step — tell us where the experience breaks and how the contract vehicle fits.
Hendersonville, TN · Mon–Fri