Recorded Webinar: 20:20 Vision


The Webinar Contents

A lot has happened to the contact centre in the past 5 years – new channels, social media, web chat, contact centres moving back to the UK.

So what will the future look like in the next 5 or 6 years?

In this webinar we looked at what will drive customer service and the contact centre of the future.


  • Introductions   – Jonty Pearce, Call Centre Helper
  • The Contact Centre of 2020 – Dr Nicola Millard, Customer Experience Futurologist, BT
Slides:20:20 Vision- Nicola Millard

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  • Technology Predictions – Mike Murphy, Interactive Intelligence
20:20 Vision- Mike Murphy

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  • Your tips

winning tip – (to be confirmed)

  • Interactive Q&A – Live questions from the audience

Topics to be discussed

  • Changing customer attitudes
  • Generation Y and Generation M
  • A new generation of metrics
  • Onmi-channel
  • Web chat
  • Video chat
  • Skype
  • Wearable technology
  • Top tips and predictions from the audience

This webinar is brought to you by Call Centre Helper and is sponsored by Interactive Intelligence.

Original Webinar date: September 2012

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