Recorded Webinar: Delivering a Consistent Multi-Channel Customer Experience

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.

Agenda

• Introductions – Jonty Pearce, Call Centre Helper
• Maria McCann – JoHo Ventures

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• Mary-Ann Millar – NewVoiceMedia

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• 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

Topics discussed

• 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