june, 2020

11jun1:15 PMLive Chatting with Your Customer: Real Time and Personal1:15 PM Rockstar Insights: Wayne Grimshawe, Head of Revenue Contact Centres, Thames Water

Event Details

Surely delivering Live Chat is the same as voice just through a different channel…this session will share experiences on operationally delivering real time chat in a contact centre & embedding it as a channel within digital customer journeys.

Key Take-Aways:

  • My journey with live chat as a channel over the last 10 years
  • Experiences of how to make it a ‘Channel of Trust’ for customers
  • Examples of how you can get it wrong
  • Principles of delivering the right experience for your organisation

Time

(Thursday) 1:15 PM

Rockstar Insights

Wayne Grimshawe, Head of Revenue Contact Centres, Thames WaterI have worked within the contact centre at all levels and across many different industries with a clear focus on understanding and supporting customers.

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