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 slides from Future webinar

Click here to view the slides

 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
Author: Rachael Trickey

Published On: 24th May 2021 - Last modified: 26th Apr 2024
Read more about - Recorded Call Centre and Customer Experience Webinars, , , ,

Follow Us on LinkedIn

Recommended Articles

Recorded Webinar: Unlocking Contact Centre Emotional Intelligence
Recorded Webinar: 7 Expert Ideas to Improve Capacity Planning
10 ways to improve employee engagement featured image
Recorded Webinar: 10 Ways to Improve Employee Engagement
Forecasting and scheduling on digital channels featured image
Recorded Webinar: Forecasting and Scheduling on Digital Channels