Recorded Webinar: Integrating Email, Voice and Chat in the Contact Centre

This Webinar formed part of our “Webinar Week”.

Webinar Title: How To Integrate Email, Voice and Chat into the Contact Centre

Agenda

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

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• James Glasspool – VoltDelta

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Topics discussed

• Digital Channels – Email and Web Chat
• Changing customer demographics
• The channel of choice
• Creating a single queue
• Balancing multiple service levels
• Integration of multiple channels
• The role of technology
• Top tips from the audience

Winning Tip –
I promote offering the service that best suits the customer enquiry. Due to the technical nature of our customer queries – web chat may provide the customer with the correct level of support or deliver a great customer experience; in these instance we’d offer an outbound call / call back to the customer. – Lesley1

 

Original Webinar date: May 2015