In this webinar, we looked at what is happening in multi-channel contact and how best to deal with it.
- Introductions – Jonty Pearce, Call Centre Helper
- Simon Foot – Ember Services
- Mike Murphy – Interactive Intelligence
- 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
Winning Tip: “Embrace the wolves! Keep watching them, listen to them, pretend to be them and build practical but adjustable routes for them to embrace you back”. Congratulations to Nerys5
Original Webinar date: February 2015
Click here to view the replay.