0800 0931 474

Social Email and Chat Best Practice

Successfully deploying Social Email and Chat in the contact centre

Struggling to integrate email or web chat? Looking at social customer service, but concerned over agent productivity and service quality? Customer service teams are being tasked with expanding the range of channels which they offer but what is the impact on your existing processes and how can your current call centre systems be integrated? How can you ensure your customers will be able to switch between channels easily and receive consistent information across channels, the so called ‘Omni-Channel Experience?

This white paper provides best practice guidelines for deploying Social Email and Chat in Contact Centres and highlights the issues to consider before deciding on the best implementation strategy. It provides practical tips to enable you to offer an Omni- Channel Experience, making sense of channel complexity.


  • Social Customer Service: Best Practice
  • Email Customer Service: Best Practice
  • Web Chat: Best Practice
  • Achieving the Omni-Channel Experience
share this on facebook share this on twitter share this on linkedin share this on google plus share this via whatsapp

Introducing Conversational AI in the Contact Centre
18th September, 2018
Read more »

Ensuring the ROI of Adding Artificial Intelligence
5th September, 2018
Read more »

Most Customers Hate AI & Chatbots for This Reason…
28th August, 2018
Read more »



  • Self-service solutions

    Top 3 Self-Service Solutions for Field Service

    mplsystems explore the transitioning role of the customer and how the proliferation of mobile devices has created a demand for self-service technologies

  • retail customer experience

    Key Steps to a Seamless Retail Customer Experience

    This paper looks at the key issues that are preventing retailers from delivering the seamless retail customer experience their customers are demanding

  • Scalable Contact Centre

    Scalable Contact Centre Solutions

    Praveen Vemula, CTO, discusses how scalability and high availability are the essential in the contact centre and how to achieve this in a cost effective way