Recorded Webinar: The Contact Centre of the Future


Over the past 18 months, the contact centre has transformed at a faster rate than ever before and this transformation is not going to stop any time soon.

So where are we heading and what can we expect the contact centre to look like in ten years’ time?

We are here to answer this question, to help you plan ahead and make better decisions for your customers.


  • Introductions – Rachael Trickey, Call Centre Helper
  • Nicola Millard, BT
  •  Nicola Millard slides from Future webinar

Click here to view the slides

  • Paul Weald, Contact Centre Innovator
 Paul Weald slides from Future webinar

Click here to view the slides

  • Tamsin Dollin, NICE inContact
 Tamsin Dollin slides from Future webinar

Click here to view the slides

Topics Discussed

  • How are customer expectations and preferences changing?
  • How to stay ahead of other contact centres
  • The future of recruiting and supporting advisors
  • Where should you be looking to invest your time and budget?
  • Top tips from the audience
  • Winning tip – “We have to be aware doing multiple interactions at the same time, just because we can reduce the quality in one of the channels. Multitasking is not effective at all says recent studies.” thanks to Nelson2

Original Webinar date: 27th May 2021


Nicola Millard - Headshot
Nicola Millard

Paul Weald - Headshot
Paul Weald
Contact Centre Innovator

Tamsin Dollin - Headshot
Tamsin Dollin
NICE inContact

Rachael Trickey - Headshot
Rachael Trickey
Call Centre Helper

Published On: 24th May 2021 - Last modified: 28th Feb 2023
Read more about - Recorded Call Centre and Customer Experience Webinars,

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