HDI Information Technology Conference 2019

Session 201: Chat for Technical Support: First American's Continuing Journey Toward Best Practice


Wednesday, April 10 at 11:30 AM

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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.

Mary Cruse

Director, IT Customer Services
First American Corp

Passionate about customer service, Mary Cruse has more than 30 years of experience with Fortune 500 companies in the airline, healthcare, and financial industries. Mary has extensive experience leading both technical and nontechnical customer service centers, focusing on contact center design and technology, customer service delivery, technology support, and team building and rebuilding. She holds multiple HDI certifications, as well as the CIAC Call Center Operations Manager certification, serves on the Board of Directors for Help Desk Chapters, Inc., and was inducted in the HDI Hall of Fame in 2018.