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

    Simon Foot- Headshot
    Simon Foot
    Ember Services
    Mike Murphy- Headshot
    Mike Murphy
    Interactive Intelligence
    Jonty Pearce- Headshot
    Jonty Pearce
    Call Centre Helper

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


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