Recorded Webinar: 10 Predictions for 2020


Do you want your contact centre to stay ahead of the game? Do you want your contact centre to be proactive instead of reactive? Of course you do!

In this webinar, we predicted how key industry trends will rise and fall over the coming year, helping you to gauge how you can best invest your time and effort in 2020.


  • Introductions – Jonty Pearce, Call Centre Helper
  • Martin Hill-Wilson, Brainfood Extra
Martin Hill-Wilson from Brainfood Extra Webinar Slides on 2020 predictions

Click here to view the slides

  • Phil Davitt, NewVoiceMedia
Phil Davitt Webinar Slides on 5 predictions for 2020

Click here to view the slides

Topics Discussed

  • The latest contact centre trends
  • What’s falling by the wayside?
  • The future of key channels
  • New ways to inspire a young workforce
  • Rethinking key metrics
  • New-age contact centre problems
  • Technology innovations that may transform your job
  • Top tips from the audience
  • Winning tip – “Use Build Measure Learn techniques in your testing strategy to allow for agility and true customer value delivery” thank to Daniel30

Original Webinar date: 9th January 2020


Martin Hill-Wilson - Headshot
Martin Hill-Wilson
Brainfood Extra

Phil Davitt - Headshot
Phil Davitt

Jonty Pearce - Headshot
Jonty Pearce
Call Centre Helper

Published On: 2nd Jan 2020 - Last modified: 28th Feb 2023
Read more about - Recorded Call Centre and Customer Experience Webinars,

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