icmi_logobug_fullclr_finWhen the average live chat interaction lasts a mere 11.5 minutes, it’s important to use that small window of opportunity to make an impact on site visitors. To do so, live chat agents need to be operating at a high level, showing improvement and making every chat better than the last. In this recent article in International Customer Management Institute (ICMI), Velaro Director of Partner Marketing Chris Frascella provides insight on how to coach your agents to be successful.

Read the full article here.