Recorded Webinar: Contact Centre and Customer Service Innovations


“Build relationships with customers”. “Re-examine your metrics”. “Network with other contact centres”. You’ve heard all this generic advice before, right?

Well, luckily for you, this webinar looked beyond the obvious, as we delved into the latest, ground-breaking innovations that are making their way into the contact centre industry.


  • Introductions – Charlie Mitchell, Call Centre Helper
  • Colin Shaw, Beyond Philosophy

Click here to view the slides

  • Keegan Brenneman, Clarabridge

Click here to view the slides

Topics Discussed

  • Where should we be focusing for the future?
  • The secrets to developing an engaged team
  • Reimagining contact centre processes
  • Rethinking certain Key Performance Indicators (KPIs)
  • Which emerging technologies are changing the industry?
  • Top tips from the audience
  • Winning tip – “#tip – I send a weekly “shout out” to all teammates listing positive feedback/comments from their CSAT results. Teammates are inspired not only by the recognition, but the comments provided. It increases their pride in their work. :)” thanks to Amber5

Original Webinar date: 30th January 2020


Colin Shaw - Headshot
Colin Shaw
Beyond Philosophy

Keegan Brenneman - Headshot
Keegan Brenneman

Charlie Mitchell - Headshot
Charlie Mitchell
Call Centre Helper

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Author: Rachael Trickey

Published On: 24th Jan 2020 - Last modified: 28th Feb 2023
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