- Introductions – Jonty Pearce, Call Centre Helper
- Martin Hill-Wilson, Brainfood Extra and Tim Pickard, NewVoiceMedia
Topics to be discussed
- What is likely to happen to contact centres?
- Predictions for the future
- The growth of webchat
- Generation Y, the Millennial Generation and Generation Z
- What will be the channel mix in the future?
- Possible changes in the use of metrics
- Motivating and inspiring a future workforce
- The latest innovations in technology
- Top tips from the audience
- Winning Tip – “Don’t just gather customer feedback, respond to customers and tell them how you’ve used their feedback to further improve service” Thanks to Caroline8.
Original Webinar date: Wednesday 11th January 2017