Recorded Webinar: The Contact Centre of the Future

Contact Centre of the Future webinar featured image

2055

Over the past 18 months, the contact centre has transformed at a faster rate than ever before and this transformation is not going to stop any time soon.

So where are we heading and what can we expect the contact centre to look like in ten years’ time?

We are here to answer this question, to help you plan ahead and make better decisions for your customers.

Agenda

Introductions – Rachael Trickey, Call Centre Helper
Nicola Millard, BT

Nicola Millard slides from Future webinar

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Paul Weald, Contact Centre Innovator

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Tamsin Dollin, NICE inContact

Tamsin Dollin slides from Future webinar

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Topics Discussed

How are customer expectations and preferences changing?
How to stay ahead of other contact centres
The future of recruiting and supporting advisors
Where should you be looking to invest your time and budget?
Top tips from the audience
Winning tip – “We have to be aware doing multiple interactions at the same time, just because we can reduce the quality in one of the channels. Multitasking is not effective at all says recent studies.” thanks to Nelson2

Original Webinar date: 27th May 2021

Panellists

Nicola Millard

Paul Weald

Contact Centre Innovator

Tamsin Dollin

NICE inContact

Rachael Trickey

Call Centre Helper

Author
Rachael Trickey

Rachael Trickey first joined Call Centre Helper in 2010. She has acquired extensive knowledge of call centre technology and the key players in the contact centre Industry.

Rachael is an Account Manager at Call Centre Helper, helping our current customers especially with Webinars and Social Media.

Connect with Rachael on LinkedIn