Recorded Webinar: Moving to Digital Customer Service

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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

Panellists

Paul Weald - Headshot
Paul Weald
Contact Centre Innovator

David Rowlands - Headshot
David Rowlands
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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,

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