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The Omnichannel Contact Centre – from aspiration to reality

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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.


  • 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

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