CHALLENG ES As an online retailer with a significant seasonal ramp-up, Collage.com needed to provide ongoing, objective, and personalized training to their existing chat team, as well as new hires. Given a significant portion of Collage. Given a significant portion of Collage.com’ s sales were generated from live chat, they needed to optimize their conversations to use their chat channel to most efficiently acquire, upsell and retain customers. Customer servi Customer service leaders spent a significant amount of time training agents one-on-one. Selecting and reviewing individual chat transcripts in order to provide objective feedback was a manual process. Collage.com's CEO set an aggressive goal to improve the quality of the company's customer satisfaction and looked to Rapport

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