Recorded Webinar: 10 Predictions for 2015


Agenda

  • Introductions – Jonty Pearce, Call Centre Helper
  • Steve Morrell – ContactBabel
Webinar Slides: 10 Predictions for 2015 by Steve Morrell

Click here to view the slides

  • Tim Pickard – NewVoiceMedia
Webinar Slides: 10 Predictions for 2015 by Steve Morrell

Click here to view the slides

  • Your tips
  • Winning tip –#Prediction – “satisfaction scores will directly implement your sales in the future – who goes on holiday or books a hotel without checking its rating these days? who decided I’m not staying at that place look what people say – so investment in staff is essential as well as focus on demand via process and policy”
    Congratulations to Karl1
  • Interactive Q&A – Live questions from the audience

Topics discussed

  • What is likely to happen to contact centres
  • Predictions for the future
  • The growth of webchat
  • Generation Y, the Millennial Generation and Generation Z
  • What will be the channel mix in the future?
  • The possible changes in the use of metrics
  • Motivating and inspiring a future workforce
  • Building a 5-year plan
  • The latest innovations in technology
  • Top tips from the audience

Original Webinar date: January 2015







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