Recorded Call Centre and Customer Experience Webinars

Recorded Webinar: Latest Emerging Trends in Multi-Channel Contact Centres

Published On: 25th Feb 2015 10:16

There has been a big explosion in multi-channel contact centres. Voice, email, webchat, surface mail, social media and now video chat are all being used in contact centres.

In this webinar, we look at what is happening in multi-channel contact and how best to deal with it.

Topics Discussed

The latest thinking in multi-channel customer contact

The difference between multi-channel and omni-channel

The rapid growth of webchat

The best service levels for multi-channel contact

How video is emerging as an exciting new channel

What will the channel mix look like in 5 years?

Creating a universal queue

Ways that technology can improve multi-channel contact

Top tips from the audience

Panellists

Simon Foot

Ember Services

Mike Murphy

Interactive Intelligence

Jonty Pearce

Call Centre Helper

Author
Megan Jones

Megan Jones, Editor, Call Centre Helper

Megan interviews inspiring people across the contact centre industry to capture these amazing voices and turn them into best practice articles – covering all elements of what it takes to deliver truly outstanding employee and customer experiences.

Connect with Megan on LinkedIn

Recorded Webinar: Latest Emerging Trends in Multi-Channel Contact Centres

Topics Discussed

Panellists

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