Recorded Webinar: The Latest Call Centre Trends


Agenda

  • Introductions – Jonty Pearce – Call Centre Helper
  • Mike Havard – Ember Services

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  • Nigel Dunn – Jabra

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Topics to be discussed

  • The latest contact centre trends
  • The move towards digital channels by the younger generation
  • The growth of webchat
  • Trends in contact centre metrics
  • First Contact Resolution/NetPromoter/Customer Effort
  • Changing customer expectations
  • Contact centre technology
  • Top tips from the audience

Original Webinar date: September 2015







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