BOOK A DEMO TODAY
0800 0931 474

Top tips to make email, chat and mobile customer service cost-effective and responsive

A recent webinar, hosted on CallCentre.co.uk in partnership with IFS-mplsystems, a leading multi-channel contact centre software provider, addressed the future of text-based mobile customer service. Nicola Millard, Head of Customer Insight & Futures at BT gave webinar attendees a little perspective about where BT thinks things are going in the future, what channels will be most important and how getting to grips with Omni-channel is essential as digital channels increase in terms of complexity and contact centres start to create dialogue with the customer.

While Paul White, Customer Engagement Solutions Director of IFS-mplsystems was on hand to discuss best practice for handling email, chat and mobile channels and how call centres are finding new ways to efficiently manage these channels and integrate with your voice-based infrastructure. He also covered how to empower agents to focus on the high-value interactions that are so important to the business.

Contents

  • Putting customer service channels into perspective
  • The future of the contact centre
  • Changing customer service channels in the here-and-now
  • Typical issues with email and chat
  • What can be done to improve text-based customer service channels?
  • Looking towards a future of text chat
  • Understanding the typical types of text-based queries
  • Making email and chat work: The benefits
share this on facebook share this on twitter share this on linkedin share this on google plus share this via whatsapp
LATEST NEWS »

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 »

JOIN OUR MAILING LIST »

RELATED MPL SYSTEMS WHITE PAPERS

  • Social Email and Chat

    Social Email and Chat Best Practice

    This white paper provides best practice for Social, Email and Chat in Contact Centres and highlights the issues to consider for an implementation strategy.

  • Customer Experience

    Improving Customer Experience by Simplifying the Desktop

    This white paper discusses how simple changes to the agent desktop can dramatically improve the customer experience
    and reduce inefficiencies

  • 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