Recorded Webinar: Changing Channels, Changing Chat

Digital customer service isn’t easy. Customers become frustrated when they cannot simply switch between channels and have to repeat themselves.

Contact centres can also struggle to move customers from one channel to another, track the customer’s interaction history and add new technologies, like chatbots.

In this webinar we will help you to perfect your channel strategy and share lots of tips to help improve customer service across the entire customer journey.

Agenda

• Introductions – Charlie Mitchell, Call Centre Helper
• Christopher Brooks, Clientship

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• Gareth Bray, WhatsApp

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• Karl Johns, Infobip

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Topics Discussed

• Great ideas to improve live communications
• Best practices for shifting conversations between channels
• Where can you improve your channel strategy?
• How to support agents through automation
• Chatbot and AI Algorithms
• Top tips from the audience
• Winning tip – “Empower the chat team to both answer the customers questions and to share learnings with ecommerce, produce, CX and development teams.
  This can help reduce contact going forward by improving the CX, product offering, website design, FAQs etc. “ thanks to Aaron14

Original Webinar date: 15th April 2021

Panellists

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