Webinar: The Latest Developments in Contact Centres

901

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 - Headshot
Martin Jukes
Mpathy Plus
Stuart Dorman - Headshot
Stuart Dorman
Sabio
Charlie Mitchell - Headshot
Charlie Mitchell
Call Centre Helper

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, ,

Follow Us on LinkedIn

Recommended Articles

Recorded Webinar: Latest Changes in Contact Centre Technology
Webinar on the the latest thinking on contact centre metrics
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