Dates:  May 22nd  at 11am or May 28th at 11am

We see phone calls, one-way SMS, emails, and letters used daily to engage with customers. Contact teams rely heavily on these traditional channels while also trying to build momentum with digital channels like WhatsApp and Self-Service. The reality is that it’s rarely a clean swap. It’s not digital instead of traditional — it’s about using both together, smartly.

Our clients constantly ask, “How can I get the most out of what we’re already doing — while bringing in digital to boost contact and reduce costs?”  That’s why we’re dedicating this session to the topic. This webinar will be practical — no fluff, just concrete examples of how companies blend traditional and digital channels and get better results.

We’ll show you what that blend actually looks like in the day-to-day and how it can drive better contact rates, lower costs, and better customer experiences.

More importantly, we’ll focus on optimising agents — ensuring they’re only involved when they need to be.  

We’ll explore how automation and self-service can take care of the simple stuff, freeing agents to focus on the high-impact moments. There’s no reason to have an agent handle something a customer would rather do themselves.


Key Areas We Will Cover
In this 40-minute webinar, we’ll explain:

• What a ‘successful marriage’ of traditional and digital really looks like
• Where and how the crossover points happen — in real-world journeys
• Tools that bridge the gap (QR codes, IVRs, SMS links, and more)
• Metrics and outcomes from companies doing this well — including an award-winning approach

If you want to stretch your current strategy further — without reinventing it — and give your agents and customers a better experience, this is the session for you.