Webinar Replay: Contact Centre and Customer Service Innovations

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"Build relationships with customers". "Re-examine your metrics". "Network with other contact centres". You've heard all this generic advice before, right?

Well, luckily for you, this webinar looked beyond the obvious, as we delved into the latest, ground-breaking innovations that are making their way into the contact centre industry.


  • Introductions - Charlie Mitchell, Call Centre Helper
  • Colin Shaw, Beyond Philosophy
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  • Keegan Brenneman, Clarabridge
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Colin Shaw - headshot
Colin Shaw
Beyond Philosophy
Keegan Brenneman - headshot
Keegan Brenneman
Charlie Mitchell - headshot
Charlie Mitchell
Call Centre Helper
What You Will Learn
  • Where should we be focusing for the future?
  • The secrets to developing an engaged team
  • Reimagining contact centre processes
  • Rethinking certain Key Performance Indicators (KPIs)
  • Which emerging technologies are changing the industry?
  • Top tips from the audience
  • Winning tip – "#tip - I send a weekly "shout out" to all teammates listing positive feedback/comments from their CSAT results. Teammates are inspired not only by the recognition, but the comments provided. It increases their pride in their work. :)" thanks to Amber5
Original Webinar date: 30th January 2020

Speaker Biographies

Colin Shaw | Beyond Philosophy

Colin is recognized by Linkedin as one of the ‘World's Top 150 Business Influencers’. He is Founder & CEO of Beyond Philosophy LLC who help organizations grow by identifying hidden, unmet needs. The Financial Times selected his company, Beyond Philosophy LLC, as one of the best management consultancies, and Brand Quarterly readers also voted him one of the 'top 50 Marketing Thought Leaders Over 50' for two years in a row. Colin has written seven bestselling books on Customer-driven growth. He is the co-host of the highly successful Intuitive Customer podcast.

Connect with Colin on Social Media: Linkedin | Twitter

Keegan Brenneman | Clarabridge

Keegan Brenneman is the Product Manager for Case Management at Clarabridge and also works with the CX Studio Product Management team. Prior to his current role, he worked as a Customer Care Engineer for nearly three years. Experience gained through working tickets on behalf of our customers has provided valuable insight into what makes a strong Case Management platform. He is focusing on improving our Case Management platform end-to-end, as well as making the administration of our Clarabridge platform more streamlined. Keegan can be seen enthusiastically repping the University of Maryland’s black, red, white, and gold.

Connect with Keegan on Social Media: Linkedin | Twitter