Recorded Webinar: Best Practices for Voice, Email and Webchat


It has never been so important to deliver a consistent multi-channel customer experience, due to increasing customer demand and the expansion of communication channels over the past few years.

In this webinar, we look at the best practices for an improved customer experience in contact centres using voice, email and webchat.

Topics Discussed

  • Getting the best out of your existing technology
  • Latest trends in multi-channel
  • How many channels should an agent handle simultaneously
  • Delivering a consistent customer experience
  • Creating a single queue
  • The best metrics to use across the board
  • Growth of webchat
  • What is the right SLA for each channel?
  • The future of voice
  • Top tips from the audience
  • Panellists

    Martin Hill--Wilson - Headshot
    Martin Hill–Wilson
    Brainfood Consulting

    Tim Pickard - Headshot
    Tim Pickard

    Jonty Pearce - Headshot
    Jonty Pearce
    Call Centre Helper

    Author: Megan Jones

    Published On: 22nd Sep 2015 - Last modified: 28th Feb 2023
    Read more about - Recorded Call Centre and Customer Experience Webinars, , ,

    Follow Us on LinkedIn

    Recommended Articles

    21 Smart Ways to Improve Webchat
    21 Top Tips For Using Webchat in the Contact Centre
    A picture of a webchat conversation
    15 Golden Rules of Webchat
    A picture of a mobile phone with live chat speech bubble icons
    An Introduction to Webchat: Examples, Benefits and Uses