Recorded Webinar: The Latest Call Centre Trends

Agenda

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

Click here to view the slides

• Nigel Dunn – Jabra

Click here to view the slides

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