Webinar: Contact Centre - Multi-Channel Evolution

Webinar 2 of 3 - Insights from our 2018 Contact Centre Benchmark Report

Multi-Channel Evolution - New Webinar

A top level analysis of our latest industry benchmark report.

The majority of contact centres offer agent assisted phone and email as a customer interaction channel.

39% of organisations now provide customer interaction via social media with 2% of organisations using chat bots.

The second of three webinars based on the recent release of our annual Contact Centre Benchmark Study & Report (click for details). The experts explore and discuss; customer interaction types, the evolution of the multi-channel contact centre and help sort out what the above means for businesses and the industry. 

Fifth Quadrant’s Head of Consulting, Stephanie Bauer and Catriona Wallace, CEO of Flamingo AI take a peek behind the data to expose the opportunities available to your organisation. 

 Steph Bauer Dr Catriona Wallace 

Stephanie Bauer
Head of CX Consulting
Fifth Quadrant

Dr. Catriona Wallace
Flamingo AI



Supported By: Verint, Auscontact & Flamingo AI 


Key Take-Aways:

  • Customer Interaction Types
  • Multi-Channel Evolution
  • Technology as an enabler

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