Recorded Webinar: Best Practices for Voice, Email and Webchat


  • 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

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