Recorded Webinar: Call Centre of the Future

Agenda

• Introductions – Jonty Pearce, Call Centre Helper
• Nicola Millard – BT

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• Mike Murphy – Interactive Intelligence

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Topics to be discussed

• How social media will change the industry
• Changes in customer expectations
• The future of email
• Video chat
• Omnichannel
• Webchat
• Video chat
• The future of voice
• New technology
• Your predictions for the future call centre
• Top tips from the audience
• Winning tip: “Whilst call center agents handle the more complex problems today, and technology handles simple, repetitive tasks – 5 years from now, machines may be better at handling the complex problems than humans.” Sent in by Craig18.

Original Webinar date: November 2015