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
Webinar Slides: Delivering a Consistent Multi-Channel Customer Experience by Maria Maccann

Click here to view the slides

  • Mary-Ann Millar – NewVoiceMedia
Webinar Slides: Delivering a Consistent Multi-Channel Customer Experience by Mary Ann Millar

Click here to view the slides

  • 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







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