Webinar Replay: The Contact Centre of the Future

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With customer preferences and expectations growing at an unprecedented rate, the industry is changing. But, what will the contact centre look like in ten years’ time?

If you take the time to consider this question, you can plan ahead and make better decisions for your customers.

We are here to help do this, with an hour-long webinar, dedicated to showing you what the contact centre of the future will look like and how you can stay ahead of the game.


  • Introductions – Charlie Mitchell, Call Centre Helper
  • Dr Nicola Millard, Customer Experience Futurologist - BT
 Dr Nicola Millard slides from future webinar Click here to view the slides
  • Mike Murphy, Genesys
 Mike Murphy slides from future webinar Click here to view the slides
Dr Nicola Millard - headshot
Dr Nicola Millard
Customer Experience Futurologist - BT
Mike Murphy - headshot
Mike Murphy
Charlie Mitchell - headshot
Charlie Mitchell
Call Centre Helper
What You Will Learn
  • How are customer preferences and expectations changing?
  • The impact that this will have on the advisor role
  • Future considerations for recruiting and supporting advisors
  • Innovations that will soon impact the industry
  • Where should you be looking to invest your time and budget?
  • Top tips from the audience
  • Winning tip – "To help engagement - We've had a Biscuit Break - bring and talk about your favourite biscuit and whether you dunk it!) and Mug Shots - bring your favourite mug and tell me the story about why it's important to you. They have both worked really well for us. " thanks to Teresa16
Original Webinar date: 8th October 2020

Webinar Timeline

0:12: Introductions – Charlie Mitchell, Call Centre Helper
4:10: Dr Nicola Millard, Customer Experience Futurologist - BT Presentation
18:44: Poll with results from the audience. Asking "Which Type of Contact Centre Will You Be Working in Post-COVID?"
27:23: Take-aways from Nicola's presentation
28:12: Quiz
32:23: Top Tips, Opinions and Questions from the audience
38:07: Mike Murphy, Genesys Presentation
50:16: Take-aways from Mike's presentation
50:48: Poll with results from the audience. Asking "How do You Currently Personalize Your Customer Experience?"
53:21: Top Tips, Opinions and Questions from the audience
1:00:56: Winning Tip

Speaker Biographies

Nicola Millard | Principal Innovation Partner, BT

Once described as “human caffeine” on Twitter, Dr Nicola Millard injects a positive, people-centred expresso shot to innovation & future strategy. Half social scientist, half technologist, all academic, she uses techniques from disciplines such as design thinking, psychology, anthropology, computing, theatre & business consulting to generate data, provocations and stories which can engage & create conversations from the board room, to the front line. No frothy coffee; just solid research.

In her long & varied career at BT – mostly based at Adastral Park in Ipswich, Suffolk – Nicola has done a number of jobs, including futurology, research, usability, customer service, marketing, & business consulting. She was involved with a number of BT firsts, including the first application of artificial intelligence into BT's call centres, BT's initial experiments with home working, & helping to develop BT’s “net easy” score, a new way of measuring customer experience. Her most recent areas of specialism are consumer trends/customer experience and the digital workplace/future of work.

Connect with Nicola on Social Media: Linkedin | Twitter

Mike Murphy | Genesys

Experienced, trusted sales professional with a deliberate focus on customer experience. Passionate about delivering on the improvement promise for my customer. For me, success breeds success that paved my way to a 30+ year sales career across just three employers.

I'd be delighted to engage, if like me you want to bring success to life within your customer experience operations.

Connect with Mike on Social Media: Linkedin | Twitter