Recorded Webinar: Moving to Digital Customer Service


Contact centres are no longer just about calls, emails and letters. All the time, we are seeing contact centres implement new channels, such as live chat, social media and messaging apps.

However, you cannot simply decide to implement a channel just because everyone else does. Having a digital service strategy in place that helps guide your decision making, so you create a digital service environment that best suits your contact centre’s needs, is best practise. Yet, this is easier said than done.

In this webinar, we will discuss 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.

Topics 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


Paul Weald - Headshot
Paul Weald
Contact Centre Innovator

David Rowlands - Headshot
David Rowlands

Jonty Pearce - Headshot
Jonty Pearce
Call Centre Helper

Author: Rachael Trickey

Published On: 1st Jun 2018 - Last modified: 28th Feb 2023
Read more about - Recorded Call Centre and Customer Experience Webinars,

Follow Us on LinkedIn

Recommended Articles

A photo of someone in consideration while looking across mountain range
23 Considerations to Make Before Implementing a New Digital Channel
Person holding a tablet with message bubbles above it
How to Write Good Customer Support Chat Scripts – With Examples
Phone with contact us, call, mail or chat icons
Why Is Omnichannel Customer Service Important?
Forecasting and scheduling on digital channels featured image
Recorded Webinar: Forecasting and Scheduling on Digital Channels