Multi-channel customer service has long been an aspiration for contact centres however the practicalities of actually implementing this presents the biggest challenges. Join Figleaves for this case study presentation where they will discuss:

• The challenges of managing disparate systems
• How to pick the right channels for your customers
• How to manage the transition from one channel through to multiple channels and the implications on agent management
• How to future proof your technology investment to accommodate new and emerging channels such as video