One of the biggest gripes that customers have is that they receive inconsistent service across different channels.
Common gripes include – repeating security, poor handover between channels, bad escalations, repeat call and a growing sense of frustration. It’s no wonder that this spills over to rants on social media and poor online reviews.
In this webinar we look at practical steps that you can take to deliver a consistent customer experience.
Topics 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
Panellists
Martin Hill-Wilson
Brainfood Extra
Gamal Lear
NewVoiceMedia
Jonty Pearce
Call Centre Helper
This webinar was brought to you by Call Centre Helper and is sponsored by Vonage
