The number of contact centre channels has expanded dramatically across the past few years. And with it so has the complexity of delivering a customer experience.
In this webinar we looked at practical steps that can be taken to deliver a consistent customer experience.
- Introductions – Jonty Pearce, Call Centre Helper
- Maria McCann – JoHo Ventures
- Mary-Ann Millar – NewVoiceMedia
- Your tips
Winning tip – Often the talk is about one channel and moving channels whereas I believe that the use of more than one at a time will be more rewarding for customers and businesses. Congratulations to John9.
- Interactive Q&A – Live questions from the audience
- The latest trends in multi-channel contact
- Phone, email, web chat, social media, video and traditional post
- Joining conversations across channels
- Consistent customer data
- Consistent metrics on multi-channel
- Use of technology
- Top tips from the audience
Original Webinar date: November 2014