- Introductions – Jonty Pearce, Call Centre Helper
- Better Customer Service Over Multi-Channel – Paul Cooper, Customer Plus
- Latest Trends in Multi-Channel – Luke Talbot, Azzurri Communications
- 3 Multi-Channel trends from around the world – Paul Barnes, Eptica
- 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