Webinar: The Latest Developments in Contact Centres

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.

Agenda

• 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

---

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

---