Agenda
- Introductions – Jonty Pearce, Call Centre Helper
- Paul Weald, Contact Centre Innovator
- David Rowlands, 8×8
Topics to be discussed
- What is a digital strategy
- Delivering great customer service
- Channel integration
- Overcoming omnichannel issues
- Live chat
- The digital future
- KPI choices across different channels
- Winning tip – “It’s dangerous to assume certain customers prefer different channels – our research (of 1,000 UK consumers) found a third of consumers aged over 65 prefer digital, perhaps surprising! This means you should still offer a range of contact channels and allow the customer to choose how they want to engage with you” thanks to Ellen2
Original Webinar date: June 2018
Click here to view the replay.
Read more about - Recorded Call Centre and Customer Experience Webinars, 8x8
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