Recorded Webinar: The Shape of the Contact Centre Industry In 2020 & Beyond Related Articles Recorded Webinar: Unlocking Contact Centre Emotional Intelligence Recorded Webinar: Changing Channels, Changing Chat Recorded Webinar: How Is Customer Behaviour Changing? The Shape of the Contact Centre Industry in 2020 and Beyond 1,173 Filed under - Recorded Call Centre and Customer Experience Webinars, Enghouse With changing customer preferences and new technology, the industry is changing. But what will the best contact centres look like in 2020 and beyond? In this webinar, we pieced together a picture of the contact centre of the future, to help you plan ahead and make the best decisions for your customers. Agenda Introductions – Charlie Mitchell, Call Centre Helper Dr Nicola Millard, Customer Experience Futurologist – BT Click here to view the slides Jeremy Payne, Enghouse Interactive Click here to view the slides Topics Discussed Customer Experience Innovations Changing Customer Preferences Customer Service Predictions Developing Contact Centre Roles Artificial Intelligence and Other Promising Technologies Top Tips from the Audience Winning tip – “Going from call centre to contact centre, we couldn’t do the jump to multi-skilled agents at once, so we’re having to silo channels to separate groups of agents with a plan to merge once we understand the KPIs for each channel. The challenge we had initially was getting the right agents for the right role – great conversationalist agents who are good on the phone have different skills from those who are experts in grammar and speed of typing for webchat.” Thanks to Sean10 Original Webinar date: April 2019 Panellists Dr Nicola Millard Customer Experience Futurologist – BT Jeremy Payne Enghouse Interactive Charlie Mitchell Call Centre Helper This webinar was brought to you by Call Centre Helper and is sponsored by Enghouse Interactive Author: Rachael Trickey Published On: 3rd Apr 2019 - Last modified: 28th Feb 2023 Read more about - Recorded Call Centre and Customer Experience Webinars, Enghouse Recommended Articles Recorded Webinar: Unlocking Contact Centre Emotional Intelligence Recorded Webinar: Changing Channels, Changing Chat Recorded Webinar: How Is Customer Behaviour Changing? The Shape of the Contact Centre Industry in 2020 and Beyond Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter