Recorded Webinar: Changing Channels, Changing Chat

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Digital customer service isn’t easy. Customers become frustrated when they cannot simply switch between channels and have to repeat themselves.

Contact centres can also struggle to move customers from one channel to another, track the customer’s interaction history and add new technologies, like chatbots.

In this webinar we will help you to perfect your channel strategy and share lots of tips to help improve customer service across the entire customer journey.

Agenda

Introductions – Charlie Mitchell, Call Centre Helper
Christopher Brooks, Clientship

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Gareth Bray, WhatsApp

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Karl Johns, Infobip

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Topics Discussed

Great ideas to improve live communications
Best practices for shifting conversations between channels
Where can you improve your channel strategy?
How to support agents through automation
Chatbot and AI Algorithms
Top tips from the audience
Winning tip – “Empower the chat team to both answer the customers questions and to share learnings with ecommerce, produce, CX and development teams.
This can help reduce contact going forward by improving the CX, product offering, website design, FAQs etc. “ thanks to Aaron14

Original Webinar date: 15th April 2021

Panellists

Christopher Brooks

Clientship

Gareth Bray

Karl Johns

Infobip

Charlie Mitchell

Call Centre Helper

Author
Rachael Trickey

Rachael Trickey first joined Call Centre Helper in 2010. She has acquired extensive knowledge of call centre technology and the key players in the contact centre Industry.

Rachael is an Account Manager at Call Centre Helper, helping our current customers especially with Webinars and Social Media.

Connect with Rachael on LinkedIn