Webinar: The Latest Developments in Contact Centres Related Articles Recorded Webinar: Latest Changes in Contact Centre Technology Recorded Webinar: The Latest Thinking on Contact Centre Metrics (2019) Recorded Webinar: Latest Trends in Performance Management and Quality How to Calculate Absenteeism - including the Formula 882 Filed under - Recorded Call Centre and Customer Experience Webinars, Martin Jukes, Sabio Customer requirements are changing and contact centres are redesigning their people, process and technology to meet new expectations. But how? In this webinar, we answered this question and investigated how we can move with the times and redesign the contact centre for the better of the business, customers and advisors. Agenda Introductions – Charlie Mitchell, Call Centre Helper Martin Jukes, Mpathy Plus Click here to view the slides Stuart Dorman, Sabio Click here to view the slides Topics Discussed What do customers now expect from us Redesigning the contact centre to reflect the modern customer? The success stories of contact centre design Key trends in customer experience How technology is enabling new design strategy Top tips from the audience Winning Tip – “Working from home isn’t for everyone. Some individuals require that social interaction. I think it would be great to offer employees to work onsite some days and offsite some days to balance our new norm.” Thanks to Brittany7 Original Webinar date: 22nd October 2020 Webinar Timeline 0:20: Introductions – Charlie Mitchell, Call Centre Helper 4:09: Martin Jukes, Mpathy Plus Presentation 11:42: Poll with results from the audience. Asking “What is the Main Focus for Your Contact Centre in the Next 12 Months?” 25:37: Take-aways from Martin’s presentation 26:35: Quiz 30:44: Top Tips, Opinions and Questions from the audience 36:19: Poll with results from the audience. Asking “On a scale of 1-5, How Closely is Your Contact Centre Involved in Digital Transformation?” 37:54: Stuart Dorman, Sabio Presentation 53:53: Take-aways from Stuart’s presentation 54:32: Top Tips, Opinions and Questions from the audience 1:00:12: Winning Tip Panellists Martin Jukes Mpathy Plus Stuart Dorman Sabio Charlie Mitchell Call Centre Helper This webinar was brought to you by Call Centre Helper and is sponsored by Sabio Register Now! Author: Rachael Trickey Published On: 16th Oct 2020 - Last modified: 16th Nov 2023 Read more about - Recorded Call Centre and Customer Experience Webinars, Martin Jukes, Sabio Recommended Articles Recorded Webinar: Latest Changes in Contact Centre Technology Recorded Webinar: The Latest Thinking on Contact Centre Metrics (2019) Recorded Webinar: Latest Trends in Performance Management and Quality How to Calculate Absenteeism - including the Formula Related Reports Flyer: Wellbeing Starts with Your Workplace Flyer: Placing Interaction Analytics at the Heart of CX Improvement 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