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On Demand Webinar

The Omnichannel Contact Centre – from aspiration to reality

Webinar details

10th November 2020
41mins
FMCG
Customer Experience

About this webinar

Customers want to communicate with brands on the channels they choose, that are most convenient for them, with the option to change their minds at any given moment. Customers don’t want to tell their story to multiple agents on multiple contact channels, they want brands to know who they are and accommodate them quickly. This is where the Omnichannel Contact Centre comes in.

Join Orlo, the UK’s leading digital engagement platform and Ocado, the biggest grocery retail platform of its kind as they discuss:

  • The importance of consistent, personalised customer experience across contact channels
  • The realities of triaging customers during a pandemic
  • Why Social Customer service is more important than ever
  • The barriers customers face to accessing services and how to overcome them
  • How to analyse customer service and social media strategies and know when to make a change
  • The technology behind customer experience success, current trends and innovations which will soon be table stakes in the contact centre environment

Speakers

Chris Roberts

Head of Contact Centre at Ocado

Hardeep Johal

Head of Product at Orlo

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