Filed under - Recorded Call Centre and Customer Experience Webinars, Intrado
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