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.
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
Call Centre Helper