Recorded Webinar: Moving to Digital Customer Service

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.


  • Introductions – Jonty Pearce, Call Centre Helper
  • Paul Weald, Contact Centre Innovator
Webinar Slides: Moving to Digital Customer Service by Paul Weald

Click here to view the slides

  • David Rowlands, 8×8
Webinar Slide: Moving to Digital Customer Service by David Rowlands

Click here to view the slides

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

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