Recorded Webinar: The Shape of the Contact Centre Industry In 2020 & Beyond


With changing customer preferences and new technology, the industry is changing. But what will the best contact centres look like in 2020 and beyond?

In this webinar, we pieced together a picture of the contact centre of the future, to help you plan ahead and make the best decisions for your customers.


  • Introductions – Charlie Mitchell, Call Centre Helper
  • Dr Nicola Millard, Customer Experience Futurologist – BT
Nicola Millard slides on the future of the contact centre

Click here to view the slides

  • Jeremy Payne, Enghouse Interactive
Jeremy Payne slides

Click here to view the slides

Topics Discussed

  • Customer Experience Innovations
  • Changing Customer Preferences
  • Customer Service Predictions
  • Developing Contact Centre Roles
  • Artificial Intelligence and Other Promising Technologies
  • Top Tips from the Audience
  • Winning tip – “Going from call centre to contact centre, we couldn’t do the jump to multi-skilled agents at once, so we’re having to silo channels to separate groups of agents with a plan to merge once we understand the KPIs for each channel.
    The challenge we had initially was getting the right agents for the right role – great conversationalist agents who are good on the phone have different skills from those who are experts in grammar and speed of typing for webchat.” Thanks to Sean10

Original Webinar date: April 2019


Dr Nicola Millard - Headshot
Dr Nicola Millard
Customer Experience Futurologist – BT
Jeremy Payne - Headshot
Jeremy Payne
Enghouse Interactive
Charlie Mitchell - Headshot
Charlie Mitchell
Call Centre Helper
Author: Rachael Trickey

Published On: 3rd Apr 2019 - Last modified: 25th Apr 2024
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The Shape of the Contact Centre Industry in 2020 and Beyond