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


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

Click here to view the slides

  • James Glasspool – VoltDelta

Click here to view the slides

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

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