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

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

This webinar was brought to you by Call Centre Helper and is sponsored by Genesys