Recorded Webinar: The Latest Call Centre Trends

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Written by Megan Jones

The Contact Centre has changed a great deal over the past 5 years and will continue to do so.

In this Webinar we look at the key Call Centre trends and how they will impact your Contact Centre.

Tuesday 15th September

Panellists
• Mike Havard – Ember Services
• Nigel Dunn – Jabra
• Jonty Pearce – Call Centre Helper

Topics discussed
• The Latest Contact Centre trends
• The move towards digital channels by the younger generation
• The growth of webchat
• Trends in Contact Centre metrics
• First Contact Resolution/NetPromoter/Customer Effort
• Changing customer expectations
• Contact Centre technology
• Top tips from the audience

Topics Discussed

Topics to be discussed

The Latest Contact Centre trends

The move towards digital channels by the younger generation

The growth of webchat

Trends in Contact Centre metrics

First Contact Resolution/NetPromoter/Customer Effort

Changing customer expectations

Contact Centre technology

Top tips from the audience

Panellists

Nigel Dunn

Jabra

Jonty Pearce

Call Centre Helper

Author
Megan Jones

Megan is Editor at Call Centre Helper. She first started working for Call Centre Helper in 2013 and has held a number of roles - News Editor, Features Editor and now Editor.

She has visited a large number of award winning contact centres such as Tesco, Lego, BT and AA. She is well respected in the industry.

Connect with Megan on LinkedIn