Recorded Webinar: Emerging Trends in Multi-Channel Contact Centres


  • Introductions – Jonty Pearce, Call Centre Helper
  • Better Customer Service Over Multi-Channel – Paul Cooper, Customer Plus

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  • Latest Trends in Multi-Channel  – Luke Talbot, Azzurri Communications

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  • 3 Multi-Channel trends from around the world – Paul Barnes, Eptica

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  • Your tips

Winning tip – “When interacting with customers via social/webchat, use hyperlinks back to knowledgebase answers when replying where possible to encourage uptake/self service” thanks to Jason1

All the tips from the audience have now been turned into an article How do I… get the best from a multi-channel contact centre?

  • Interactive Q&A – Live questions from the audience

Topics to be discussed:

  • 120 contact centres quizzed – hear our key research findings and our expert analysis
  • Benchmark your contact centre against what your competitors are doing about multi-channel
  • Understand common issues and find out how vendors and peers are addressing them, including top tips from other UK contact centres!
  • See what’s happening across the world, expert analysis of UK, Europe, USA and Asia.

Original Webinar date: October 2013

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