Webinar: Contact Centre and Customer Service Innovations

Webinar Image

Webinar Date - Thursday 30th January 2020 at 14:00pm UK time

Click here to register

"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 upcoming webinar looks beyond the obvious, as we delve into the latest, ground-breaking innovations that are making their way into the contact centre industry.

These innovations will cover the three key areas of contact centre management; people, processes and technology, as we cover the latest-thinking across each.

For example, we will look closely into is Quality Management and how innovations in this arena are changing daily processes and managerial decisions, in order to improve the customer experience.

And as it will be an interactive webinar, you will also have the opportunity to share tips and ask questions of the audience and other attendees. We run an interactive chat room in parallel with the webinar.


Colin Shaw- Headshot
Colin Shaw
Beyond Philosophy
Keegan Brenneman- Headshot
Keegan Brenneman
Charlie Mitchell- Headshot
Charlie Mitchell
Call Centre Helper

Topics to be 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)
  • The latest innovations in quality management
  • Which emerging technologies are changing the industry?
  • Top tips from the audience

Speaker Biographies

Colin Shaw | Beyond Philosophy

Colin is recognized by Linkedin as one of the ‘World's Top 150 Business Influencers’. He is Founder & CEO of Beyond Philosophy LLC who help organizations grow by identifying hidden, unmet needs. The Financial Times selected his company, Beyond Philosophy LLC, as one of the best management consultancies, and Brand Quarterly readers also voted him one of the 'top 50 Marketing Thought Leaders Over 50' for two years in a row. Colin has written seven bestselling books on Customer-driven growth. He is the co-host of the highly successful Intuitive Customer podcast.

Connect with Colin on Social Media: Linkedin | Twitter

Keegan Brenneman | Clarabridge

Keegan Brenneman is the Product Manager for Case Management at Clarabridge and also works with the CX Studio Product Management team. Prior to his current role, he worked as a Customer Care Engineer for nearly three years. Experience gained through working tickets on behalf of our customers has provided valuable insight into what makes a strong Case Management platform. He is focusing on improving our Case Management platform end-to-end, as well as making the administration of our Clarabridge platform more streamlined. Keegan can be seen enthusiastically repping the University of Maryland’s black, red, white, and gold.

Connect with Keegan on Social Media: Linkedin | Twitter

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This webinar is brought to you by Call Centre Helper and is sponsored by Clarabridge.

You won't want to miss this exciting webinar.

Click here to register

This webinar is held at 14:00pm UK time, 15:00pm in Paris, 16:00pm in South Africa and 9:00am in New York. A replay facility will also be available.

If you are attending one of our webinars for the first time, we suggest you arrive 10 minutes early to allow for the software to download successfully.

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