Recorded Webinar: Moving to Digital Customer Service

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Agenda

• Introductions – Jonty Pearce, Call Centre Helper
• Paul Weald, Contact Centre Innovator

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• David Rowlands, 8×8

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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

This webinar was brought to you by Call Centre Helper and is sponsored by 8x8.

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