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.


  • Introductions – Charlie Mitchell, Call Centre Helper
  • Christopher Brooks, Clientship
  •  Christopher Brooks slides from changing channels webinar
Click here to view the slides
  • Gareth Bray, WhatsApp
 Gareth Bray slides from changing channels webinar Click here to view the slides
  • Karl Johns, Infobip
 Karl Johns slides from changing channels webinar Click here to view the slides

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


Christopher Brooks- Headshot
Christopher Brooks
Gareth Bray- Headshot
Gareth Bray
Karl Johns- Headshot
Karl Johns
Charlie Mitchell- Headshot
Charlie Mitchell
Call Centre Helper

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

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