In this webinar we discussed the best approaches for you to take when moving to digital customer service, how you can integrate your channels and how to deliver consistent service across each.
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
Read more about - Recorded Call Centre and Customer Experience Webinars, 8x8
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