Recorded Webinar: Contact Centre of the Future


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 drives 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

Click here to view the slides

  • Technology Predictions – Mike Murphy, Interactive Intelligence

Click here to view the slides

  • Your tips

winning tip – “The bigger challenge will be influencing everyone to become part of the new culture for the 2020 contact centre – focus on the people”  thanks to Cat1

runners-up tip – “More senior agents with advanced skills, but giving flexibility to work anywhere that suits them.” thanks to Kim3

  • Interactive Q&A – Live questions from the audience

All the tips from the audience have now been turned into an article The Contact Centre of 2020

Topics to be discussed

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

Original Webinar date: June 2014

Get the latest exciting call centre reports, specialist whitepapers, interesting case-studies and industry events straight to your inbox.