In this webinar we looked at practical steps that you can take to deliver a consistent customer experience.
- Introductions – Jonty Pearce, Call Centre Helper
- Martin Hill-Wilson, Brainfood Extra and Gamal Lear, NewVoiceMedia
Topics to be discussed
- Joining up voice and digital channels
- Creating a single view of the customer
- How to design seamless transfers between channels
- Easily moving from the web site to the contact centre
- Reducing Repeat Contacts
- Delivering great Customer Experience on Mobile Devices
- Where to use (and not use) self-service
- The use of Technology
- Top Tips from the Audience
- Winning tip – “Different channels often have different owners. You have to bring them together and get buy in from all to make the omnichannel consistent and joined up” thanks to Suzy2
Original Webinar date: October 2018
Click here to view the replay.