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Omnichannel in the contact centre – real world lessons from the experts

May 28 @ 16:00 - 17:00

The word ‘omnichannel’ is used a lot when talking about brand communication strategies, but it is often misunderstood or confused with multi-channel and it risks becoming meaningless. However, the concept is hugely important to driving more personalised customer engagement.

Omnichannel is a key concept for the future of messaging because today’s customers want three things when they ‘talk’ to brands:

1. A consistent experience on whatever channel they choose
2. Minimal effort switching between them
3. A personalised journey

The webinar will look at real world applications for omnichannel: the contact centre.

MEF members will explore how it is possible to bring chat, email, calls and more into one system for the contact centre use case and share how new developments such as rich messaging and chatbots are transforming the contact centre experience. The session will include real-world examples that show how omnichannel can reduce costs, speed up handling times, boost agent confidence and improve customer satisfaction.

Speakers

Mathias Muehlfelder
Senior Director of Product Management
Syniverse

Tom Barkan
Director of Product Management, Voice & Conversations
Vonage

Tim Green
Editor
MEF

Details

Date:
May 28
Time:
16:00 - 17:00
Event Category:

Venue

Online
United Kingdom

Organiser

Mobile Ecosystem Forum (MEF)
Phone:
+44 (0)20 8819 0554
Website:
https://mobileecosystemforum.com/