Webinar Replay: 10 Predictions for 2021
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2020 was a testing year for everyone. But what can contact centres expect from 2021?
How can you stay ahead of the game? How can you best invest your time and energy for the year ahead?
In this webinar, we will predict how key industry trends will rise and fall in 2021, helping you to navigate the tricky "new normal" to the best of your ability.
Click here to view the slides
How can you stay ahead of the game? How can you best invest your time and energy for the year ahead?
In this webinar, we will predict how key industry trends will rise and fall in 2021, helping you to navigate the tricky "new normal" to the best of your ability.
Agenda
- Introductions – Jonty Pearce, Call Centre Helper
- Martin Hill-Wilson, Brainfood Extra
Click here to view the slides
Panellists
Martin Hill-Wilson
Brainfood Extra
Jonty Pearce
Call Centre Helper
What You Will Learn
- The latest contact centre trends
- How COVID-19 continues to change the industry
- What’s falling by the wayside?
- What should you now be prioritising?
- Insights into modern contact centre innovations
- Predictions from the audience
- Winning tip – "Customer expectations have changed throughout 2020 due to the pandemic and delays have been largely accommodated. In 2021 customers patience is now wearing thin and we will see a large increase in dissatisfaction and complaints for companies who don't get things right first time and efficiently." Thanks to Scott37
Original Webinar date: 14th January 2021
Webinar Timeline
0:34: Introductions – Jonty Pearce, Call Centre Helper4:00: Poll with results from the audience. Asking "What do you Expect to Happen will Contact Volumes?"
6:47: Martin Hill-Wilson, Brainfood Extra Presentation
11:42: Poll with results from the audience. Asking "What Percentage of Your Contact Volumes are Currently Through Digital Channels? (Email, Webchat, Messaging and Social)"
33:33: Quiz
38:47: Top Tips, Opinions and Questions from the audience
43:24: Martin Hill-Wilson, Brainfood Extra Presentation
57:13: Poll with results from the audience. Asking "Which One of the Predictions did you like Best?"
59:13: Top Tips, Opinions and Questions from the audience
1:00:54: Winning Tip
Speaker Biographies
Martin Hill-Wilson | Brainfood Extra
Mentoring organisations in Emotive CX for Customer Interaction. Also provide CS & CX keynotes. I'm an experience conference chair - Customer Engagement, CXustomer Service, Contact Centres, Marketing, CX, AI and interaction technology.Connect with Martin on Social Media: Linkedin | Twitter