Recorded Webinar: The Latest Developments in Contact Centres

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

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Stuart Dorman, Sabio

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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