Managing Multichannel Customer Contact in the new Social World

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Official annotation:

Managing multichannel contact has become a real headache for many companies. Customers now expect that they can jump from the web site into a web chat, and then follow up with an email or phone call. And then if they don’t get what they want it all spills out onto social media. This interactive webinar explores solutions to multichannel headaches.

Agenda Introductions

  • Jonty Pearce, Call Centre Helper The Multichannel Customer Service Challenge –
  • Serge Cren, Difference Corporation Managing Multichannel Customer Contact in the new Social World –
  • Simon Harrison, Vocalcom Your tips Interactive Q&A – Live questions from the audience

Topics to be discussed

  • Managing multichannel contact
  • Dealing with social media
  • Email and web chat Twitter and Facebook for customer service
  • Prioritising important customers across multiple channels
  • How best to use technology
  • Multichannel case study
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