Our Top Webinars of 2024

2024 has been a great year for webinars as we’ve continued to bring new speakers and fresh insights to our audience – deep diving into how the latest technology and operational strategies combine to tackle key industry challenges.

So without further ado, we’re pleased to announce our Top Webinars of 2024…

The Truth About Contact Centre Artificial Intelligence

Artificial intelligence has become THE buzzword we hear nearly every day – thanks to ChatGPT crash-landing into (almost) every element of our lives.

But as we look forward, what does artificial intelligence (AI) really mean for the contact centre? How will it shape the customer service of the future?

This webinar shares the full picture, as our experts explore the true ways AI could drive efficiencies, alongside an honest discussion about its limits.

Speakers: Dave D’Arcy – Laughing Leadership, MJ Johnson – CallMiner, Megan Jones – Call Centre Helper

8th February 2024

Sponsored by CallMiner

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Tips for Optimizing Workforce Management

There’s always room for improvement when it comes to workforce management, but over time it can become increasingly difficult to decide where best to focus your efforts for maximum impact.

If you’re concerned your strategy has become stale, check out this webinar for fresh inspiration and new ways to optimize your workforce management.

Speakers: Dan Smitley – WFM Expert, Graeme Gabriel – NICE, Megan Jones – Call Centre Helper

29th February 2024

Sponsored by NICE

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What Does an Excellent Customer Service Strategy Look Like

The bar is set higher than ever for delivering excellent customer service, but where do you start with getting your strategy right when there’s so much to consider?

From ever-changing customer expectations and evolving artificial intelligence capabilities, to the ongoing debate around self-service and hybrid working, this webinar shares how to cut through the noise and find out what the experts say you need to prioritize to truly deliver an excellent customer service strategy.

Speakers: Dan Pratt – DAP Consultancy, Steve Barratt – Genesys, Xander Freeman – Call Centre Helper

2nd May 2024

Sponsored by Genesys

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How to Excel at Exceeding Customer Expectations

Customers today have ever-higher expectations on quality, response times, personalization, and more. Not only this, but they’re forming these expectations around the best experiences they have with any organisation – not just your direct competitors.

This undoubtedly adds more pressure to the role of being a customer service leader. So, if you’re feeling the heat, join this webinar for some fresh thinking on managing and exceeding customer expectations.

Speakers: Jason Roberts – Appropriate Consulting Limited, Bob Benner – Talkdesk and Megan Jones – Call Centre Helper

23rd May 2024

Sponsored by Talkdesk

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7 Strategies to Boost CX Performance

Improving CX performance is always front of mind for every contact centre leader. But with so much on the table to explore – from the increasing capabilities of AI, through to self-service and personalisation – it’s hard to know where to focus your efforts for maximum impact.

Sound familiar? Join this webinar to learn 7 proven strategies to prepare your contact centre for success.

Speakers: Katie Stabler – CULTIVATE Customer Experience by Design, Vinod Muthukrishnan – Uniphore and Xander Freeman – Call Centre Helper

18th January 2024

Sponsored by Uniphore

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Innovations That Make the Contact Centre Better

Innovations like AI and automation bring endless possibilities. But what does this really mean for daily life in your contact centre?

For starters, there’s new possibilities in everything from improving clarity and quality of calls to reducing repetitive tasks and information overload, right through to organizing and prioritizing incoming calls, and more – all to drive innovation that truly benefits customers, agents, and the bottom line.

But what’s right for your team? To separate the hype from the reality, join our webinar to hear what the experts have to say about where AI and other innovations are really making contact centres better right now.

Speakers: Paul Weald – Contact Centre Innovator, Laura Ball – Zoom and Xander Freeman – Call Centre Helper

24th October 2024

Sponsored by Zoom

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5 Clever Ways to Improve Your Service Levels

Your Service Levels have the potential to make or break the reputation of your contact centre – particularly at peak times of the year when volumes spike. That’s why it’s so important to regularly revisit your service level strategy to help maximise your available resources.

Join this webinar for some fresh thinking on improving your contact centre service levels – from addressing attrition problems and rethinking your agent groupings, through to the ways technology, such as Conversational AI, can support 24/7 customer service and automate repetitive tasks.

Speakers: Garry Gormley – FAB Solutions, Dave Johnson – Five9, and Xander Freeman – Call Centre Helper

21st March 2024

Sponsored by Five9

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The Future of Contact Centres in 2025

2025 is almost here! Are you ready?

Whether you’re just starting to think about your plans for next year or are in the process of refining them, this webinar is for you!

Join our expert panel and live audience Q&A, as we take an in-depth look at what the future of contact centres is set to look like in 2025 and what you should prioritising (and putting on the backburner) to stay competitive.

Speakers: Dr Nicola Millard – BT, Toussaint Celestin – Talkdesk and Megan Jones – Call Centre Helper

5th December 2024

Sponsored by Talkdesk

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The Secrets to Delivering Consistent CX

Variety is the name of the game in the contact centre – whether that’s experienced agent vs. new recruit, email vs. phone, or even password change vs. insurance payout. When managed poorly, this can result in some customers feeling wowed, whilst others are left frustrated.

So how do you level the playing field, so every customer receives a consistent experience regardless of channel, agent, or query type? Join our webinar to hear what the experts have to say about how to deliver consistency – time after time.

Speakers: Martin Hill-Wilson – Brainfood Consulting, Lauretta Campestre – CallMiner, and Xander Freeman – Call Centre Helper

12th September 2024

Sponsored by CallMiner

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Beat Attrition! Quick Wins for Empowering Your Agents

How many hoops do your agents have to jump through to deliver great service? If the answer is ‘too many’, then you could be fostering a culture of frustration and operational inefficiency that’s not only harming your CX, but also pushing your agents towards the door.

But did you know that agent empowerment can make the world of difference? And thanks to flexible scheduling, agent self-service, smart adaptive technology, and more, there’s never been a better time to give agents more control.

Don’t know where to start? Join our webinar to hear what the experts have to say about how and where to empower agents for maximum impact.

Speakers: Donna Fluss – DMG Consulting LLC, Andrea Matsuda – NICE, and Xander Freeman – Call Centre Helper

20th June 2024

Sponsored by NICE

Click here for the recording