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The Latest Developments in Contact Centre Design

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Customers are changing and so are contact centres. But how? 22 Oct 2020 14:00 to 15:00

Call Centre Helper Webinar Contact Centre Design

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In this webinar, we will discuss how customers and contact centres are changing and investigate how we can move with the times and redesign internal processes for the better of the business, customers and advisors.

Also, we will take design beyond the confines of the contact centre, to find the latest trends across the entire customer experience.

And as it will be an interactive webinar, you will also have the opportunity to share tips and ask questions of the panellists and other attendees. We run an interactive chat room in parallel with the webinar.

Panellists

Martin Jukes
Mpathy Plus

Stuart Dorman
Sabio
Charlie-Mitchell_100x100

Charlie Mitchell
Call Centre Helper

Topics to be discussed

  • What do customers now expect from us?
  • How can redesign the contact centre to reflect the modern customer?
  • The success stories of contact centre design
  • Key trends in customer experience trends
  • How technology is enabling new design strategy
  • Top tips from the audience

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Speaker Biographies

Martin Jukes | Mpathy Plus
An experienced Senior Executive / Consultant/NED with extensive contact centre, project /programme management and service management expertise. Martin has delivered consultancy and project management services across the private, public and third sectors for over 25 years and has worked with a wide range of blue chip and niche clients. Martin’s experience is at multifunctional levels including strategic, operational, commercial, sourcing, change management and projects encompassing people, process, technology and workplace.

Stuart Dorman, Chief Innovation Officer, Sabio
As Chief Innovation Officer, Stuart’s role is to build upon Sabio’s innovation culture as well as helping clients to think differently about how they engineer their customer experiences by applying technology, innovation and disruptive thinking. Stuart helps Sabio’s clients to utilise technology to enable world class customer experiences across digital and contact centre channels. He is acknowledged as an industry thought leader, regularly authoring white papers focussed on customer service innovations. Stuart regularly speaks at customer engagement events and serves as a judge for top industry awards across Europe and Asia.

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