Recorded Webinar: Call Centre of the Future


Agenda

  • Introductions – Jonty Pearce, Call Centre Helper
  • Nicola Millard – BT
Webinar Slides: Call Centre of the Future by Nicola Millard

Click here to view slides

  • Mike Murphy – Interactive Intelligence
Webinar Slides: Call Centre of the Future by Mike Murphy

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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







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