Recorded Webinar: Omnichannel – Joining up the Customer Experience

Customers now expect the same levels of customer service across all channels and want to be able to switch channels.

This presents a real headache to the contact centre.

This webinar shared how can this be solved.


  • Introductions – Jonty Pearce – Call Centre Helper
  • Richard Snow – Ventana Research
Webinar Slides: Omnichannel - Joining up the Customer Experience by Richard Snow

Click here for the slides

  • Mike Murphy – Genesys │ Interactive Intelligence
Webinar Slides: Omnichannel - Joining up the Customer Experience by Mike Murphy

Click here for the slides

Topics to be discussed

  • Delivering consistency across all channels
  • How best to deploy webchat
  • The real answer to how many webchats one advisor can handle at the same time
  • Identifying customers across all channels
  • Moving from a website to a phone call
  • Joining up reporting
  • The best omnichannel technology
  • Winning tips –

“We have a small team of “service experts” who work together and share information to keep themselves current – these are available as a “helpdesk” to all agents using any channel – phone, web, email and face to face” thanks to Nicola26

“Using SMS as an Omnichannel (POM) we can drive chosen customer behaviour. Sending a reminder / Update to the customer stating they are due for repayment and then offering a callback (And when using 2 way SMS) or push to web chat assists with non busy calls which we can schedule” thanks to Kevin

Original Webinar date: Thursday 26th January 2017

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