Recorded Webinar: 10 Predictions for 2021

2020 was a testing year for everyone. But what can contact centres expect from 2021?

How can you stay ahead of the game? How can you best invest your time and energy for the year ahead?

In this webinar, we will predict how key industry trends will rise and fall in 2021, helping you to navigate the tricky “new normal” to the best of your ability.

Agenda

Introductions – Jonty Pearce, Call Centre Helper
Martin Hill-Wilson, Brainfood Extra

Martin Hill-Wilson slides from predictions webinar

Click here to view the slides

Topics Discussed

The latest contact centre trends
How COVID-19 continues to change the industry
What’s falling by the wayside?
What should you now be prioritising?
Insights into modern contact centre innovations
Predictions from the audience
Winning tip – “Customer expectations have changed throughout 2020 due to the pandemic and delays have been largely accommodated. In 2021 customers patience is now wearing thin and we will see a large increase in dissatisfaction and complaints for companies who don’t get things right first time and efficiently.” Thanks to Scott37

Original Webinar date: 14th January 2021

Webinar Timeline

0:34: Introductions – Jonty Pearce, Call Centre Helper
4:00: Poll with results from the audience. Asking “What do you Expect to Happen will Contact Volumes?”
6:47: Martin Hill-Wilson, Brainfood Extra Presentation
11:42: Poll with results from the audience. Asking “What Percentage of Your Contact Volumes are Currently Through Digital Channels? (Email, Webchat, Messaging and Social)”
33:33: Quiz
38:47: Top Tips, Opinions and Questions from the audience
43:24: Martin Hill-Wilson, Brainfood Extra Presentation
57:13: Poll with results from the audience. Asking “Which One of the Predictions did you like Best?”
59:13: Top Tips, Opinions and Questions from the audience
1:00:54: Winning Tip