Webinar Replay: The Latest Developments in Contact Centres

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Customer requirements are changing and contact centres are redesigning their people, process and technology to meet new expectations. But how?

In this webinar, we answered this question and investigated how we can move with the times and redesign the contact centre for the better of the business, customers and advisors.


  • Introductions – Charlie Mitchell, Call Centre Helper
  • Martin Jukes, Mpathy Plus
Click here to view the slides
  • Stuart Dorman, Sabio
Click here to view the slides
Martin Jukes - headshot
Martin Jukes
Mpathy Plus
Stuart Dorman - headshot
Stuart Dorman
Charlie Mitchell - headshot
Charlie Mitchell
Call Centre Helper
What You Will Learn
  • What do customers now expect from us
  • Redesigning the contact centre to reflect the modern customer?
  • The success stories of contact centre design
  • Key trends in customer experience
  • How technology is enabling new design strategy
  • Top tips from the audience
  • Winning Tip - "Working from home isn't for everyone. Some individuals require that social interaction. I think it would be great to offer employees to work onsite some days and offsite some days to balance our new norm." Thanks to Brittany7
Original Webinar date: 22nd October 2020

Webinar Timeline

0:20: Introductions – Charlie Mitchell, Call Centre Helper
4:09: Martin Jukes, Mpathy Plus Presentation
11:42: Poll with results from the audience. Asking "What is the Main Focus for Your Contact Centre in the Next 12 Months?"
25:37: Take-aways from Martin's presentation
26:35: Quiz
30:44: Top Tips, Opinions and Questions from the audience
36:19: Poll with results from the audience. Asking "On a scale of 1-5, How Closely is Your Contact Centre Involved in Digital Transformation?"
37:54: Stuart Dorman, Sabio Presentation
53:53: Take-aways from Stuart's presentation
54:32: Top Tips, Opinions and Questions from the audience
1:00:12: Winning Tip

Speaker Biographies

Martin Jukes | Mpathy Plus

I am an experienced Senior Executive / Consultant/NED with extensive contact centre, project /programme management and service management expertise. I have delivered consultancy and project management services across the private, public and third sectors for over 25 years and have worked with a wide range of blue chip and niche clients. My experience is at multifunctional levels including strategic, operational, commercial, sourcing, change management and projects encompassing people, process, technology and workplace.

My strengths include being personable, analytical, practical and pragmatic with substantial consultancy and business experience. A team player but with the confidence and experience to work alone and lead teams, I am conscientious and deliver to high standards. I have been a regular contributor of content and thought leadership to industry media through webinars, presentations, podcasts, e-books and articles over a number of years.

Connect with Martin on Social Media: Linkedin

Stuart Dorman | Sabio

Stuart has over fifteen years’ experience in the customer service industry and specialises in helping organisations to deliver brilliant customer experiences through digital and contact centre technology.

As Chief Innovation Officer, Stuart is responsible for developing Sabio's technology portfolio as well as advising some of the worlds leading organisations on disruptive technology.

Connect with Stuart on Social Media: Linkedin | Twitter