Recorded Webinar: The Advisor of the Future Related Articles Podcast - What Will a Good Call Centre Advisor Look Like in Ten Years 9 Ways That the Contact Centre Advisor Role Will Change in the Future Recorded Webinar: The Contact Centre of the Future 2020 How to Create a Contact Centre Quality Scorecard - With a Template Example 1,062 Filed under - Recorded Call Centre and Customer Experience Webinars, Enghouse, Martin Jukes Contact centres are changing and new trends, impacting both customers and employees, are shaping a very different image for the advisor of the future. Just think of the trends that you’re currently realising in your contact centre, in terms of customer preferences, channel choices and schedule demands. From these growing trends, as well as many others, we piece together a picture of the advisor of the future, giving you all the information you need to stay ahead of the game. Agenda Introductions – Charlie Mitchell, Call Centre Helper Martin Jukes, Mpathy Plus Click here to view the slides Jeremy Payne, Enghouse Interactive Click here to view the slides Webinar Timeline 0:29: Introductions – Jonty Pearce, Call Centre Helper 4:46: Martin Jukes, Mpathy Plus Presentation 10:04: Poll with results from the audience. Asking “Over the Next 5 Years – Your Number of Advisors will..?” 24:15: Poll with results from the audience. Asking “How Frequently do you Measure Advisor Engagement?” 32:33: Take-aways from Martin’s presentation 33:10: Quiz 38:22: Top Tips, Opinions and Questions from the audience 42:57: Jeremy Payne, Enghouse Interactive Presentation 1:01:14: Take-aways from Jeremy’s presentation 1:02:06: Winning Tip Topics Discussed The growing trends that are changing how contact centres operate How is employee engagement changing? Changing customer and employee expectations The advisor skills that will become increasingly valuable Is the advisor role becoming more challenging? Top tips from the audience Winning tip – “Sometimes we spend so much time trying not to lose customers by identifying their needs, we lose focus on keeping the right agents to provide them with a good service” thanks to Mohammed5 Original Webinar date: 27th February 2020 Panellists Martin Jukes Mpathy Plus Jeremy Payne Enghouse Interactive Jonty Pearce Call Centre Helper This webinar was brought to you by Call Centre Helper and is sponsored by Enghouse Interactive Register Now! Author: Rachael Trickey Published On: 14th Feb 2020 - Last modified: 16th Nov 2023 Read more about - Recorded Call Centre and Customer Experience Webinars, Enghouse, Martin Jukes Recommended Articles Podcast - What Will a Good Call Centre Advisor Look Like in Ten Years 9 Ways That the Contact Centre Advisor Role Will Change in the Future Recorded Webinar: The Contact Centre of the Future 2020 How to Create a Contact Centre Quality Scorecard - With a Template Example 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