Recorded Webinar: The Contact Centre of the Future 2020 Related Articles Recorded Webinar: Self-Service- How to Remove Calls from the Contact Centre Recorded Webinar: Proven Techniques to Increase Customer Satisfaction Recorded Webinar: The Contact Centre of the Future Recorded Webinar: Ways to Empower Contact Centre Advisors 1,436 Filed under - Recorded Call Centre and Customer Experience Webinars, Genesys, Nicola Millard With customer preferences and expectations growing at an unprecedented rate, the industry is changing. But, what will the contact centre look like in ten years’ time? If you take the time to consider this question, you can plan ahead and make better decisions for your customers. We are here to help do this, with an hour-long webinar, dedicated to showing you what the contact centre of the future will look like and how you can stay ahead of the game. Agenda Introductions – Charlie Mitchell, Call Centre Helper Dr Nicola Millard, Customer Experience Futurologist – BT Click here to view the slides Mike Murphy, Genesys Click here to view the slides Topics Discussed How are customer preferences and expectations changing? The impact that this will have on the advisor role Future considerations for recruiting and supporting advisors Innovations that will soon impact the industry Where should you be looking to invest your time and budget? Top tips from the audience Winning tip – “To help engagement – We’ve had a Biscuit Break – bring and talk about your favourite biscuit and whether you dunk it!) and Mug Shots – bring your favourite mug and tell me the story about why it’s important to you. They have both worked really well for us. “ thanks to Teresa16 Original Webinar date: 8th October 2020 Webinar Timeline 0:12: Introductions – Charlie Mitchell, Call Centre Helper 4:10: Dr Nicola Millard, Customer Experience Futurologist – BT Presentation 18:44: Poll with results from the audience. Asking “Which Type of Contact Centre Will You Be Working in Post-COVID?” 27:23: Take-aways from Nicola’s presentation 28:12: Quiz 32:23: Top Tips, Opinions and Questions from the audience 38:07: Mike Murphy, Genesys Presentation 50:16: Take-aways from Mike’s presentation 50:48: Poll with results from the audience. Asking “How do You Currently Personalize Your Customer Experience?” 53:21: Top Tips, Opinions and Questions from the audience 1:00:56: Winning Tip Panellists Dr Nicola Millard Customer Experience Futurologist – BT Mike Murphy Genesys Charlie Mitchell Call Centre Helper This webinar was brought to you by Call Centre Helper and is sponsored by Genesys Register Now! Author: Rachael Trickey Published On: 2nd Oct 2020 - Last modified: 25th Apr 2024 Read more about - Recorded Call Centre and Customer Experience Webinars, Genesys, Nicola Millard Recommended Articles Recorded Webinar: Self-Service- How to Remove Calls from the Contact Centre Recorded Webinar: Proven Techniques to Increase Customer Satisfaction Recorded Webinar: The Contact Centre of the Future Recorded Webinar: Ways to Empower Contact Centre Advisors Related Reports 2024 Contact Centre Buyer’s Guide eBook: Five Trendsetters in CX Innovation Report: Customer Experience Horizons Checklist: Supercharge Customer Experience Teams with AI Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter