In this webinar, we provided you with expert techniques of how you can move customers from the phone channel to digital channels, such as live chat, without harming their overall experience.
- Introductions – Jonty Pearce, Call Centre Helper
- Martin Hill-Wilson, Brainfood Extra and Sadam Iqbal, West
- Channel shifting
- Digital customer service
- Resource management
- Reducing contact volumes
- The customer experience
- Top Tips from the Audience
- Winning tip – "#tips After listening to a bunch of menu options/prompts from a chat bot, most people want to have a human being on the receiving end of the phone. I also recommend no voicemail dead-ends: What could be more frustrating to customers than going through a series of prompts just to end in someone's voicemail? If you make menu prompts intuitive such as no "Press 1 for assistance" followed by "Press 2 for sales". The prompts & call flow should make sense to your clients/customers" thanks to Ashley11.
Call Centre Helper