Recorded Webinar: Best Practices for Voice, Email and Webchat

Agenda

• Jonty Pearce – Call Centre Helper
• Martin Hill-Wilson – Brainfood Consulting
• Tim Pickard – NewVoiceMedia

Click here to download the slides

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

Original Webinar date: September 2015