An omnichannel implementation significantly improves the lives of contact centre agents and the experiences of their customers, but there are a few essential things that need to be addressed before even considering a new omnichannel platform.

Join us as we discuss the following strategic and procedural considerations before implementing ​​​​​​​your new omnichannel solution:

People and process

  • Industry findings on omnichannel and its effect on Cx and attrition.
  • Which channels to implement and when to do so.
  • The impact implementing omnichannel has on your staff.
  • Managing generation gaps in your workforce.

Technology

  • What your agents need to service customers in an omnichannel world.
  • Why a universal waiting room is essential for omnichannel.
  • How machine learning can help you hop channels effortlessly.

Our experts: 

  • Catherine Collins (ZaiLab product owner)
  • Philip van der Merwe (ZaiLab marketing manager)
  • Rod Jones (contact centre expert)

Time and date: 11–11:30am, Wednesday 11 October
Price: Nothing!

Interested? Sign up here!

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