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.

Agenda

Introductions – Charlie Mitchell, Call Centre Helper
Dr Nicola Millard, Customer Experience Futurologist – BT

Nicola Millard slides on the future of the contact centre

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Jeremy Payne, Enghouse Interactive

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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