Daviker’s webinar highlights future contact centre trends

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Daviker achieved great levels of audience participation in our ‘BT Futurologist talks “Seven Global Contact Centre Trends”’ webinar on the 17th March. Managing Director, Dave Fricker hosted a lively debate centred on trends set to affect UK Contact Centres in future, featuring input from a panel of leading thinkers in the contact centre industry.

A discussion came out of why high growth businesses chose to use cloud contact centre solutions to improve performance. Audience members were given the opportunity to ask questions and a chance to learn from the panel of experts. This created a dialogue between businesses and made them aware of issues that could affect them in future.

Panellists included Dr Nicola Millard of BT’s Global Innovation Team who brought her experience of futurology and psychology to predict outcomes for customers and businesses. Millard’s passion lies in taking technical information and deciding what it means for clients. She stressed although trends might not be growing as quickly as anticipated, the technology is there.

Millard’s research led her to compiling a new project called SuperAgent 2020: The Evolution of the Contact Centre. The scheme is based around predicting the state of contact centres in 2020. Millard insisted the primary function of contact centres will be about complex problem solving due to products and services becoming more complicated. The anatomy of a ‘super-agent’ will be one of resilience and empathy with a penchant for multi-tasking.

Founder of IPscape, Simon Burke was also present. He came with over 15 years of experience in the European and Asian cloud markets. His company operates in 22 countries and implements a nimble infrastructure which builds relationships between customers and brands. Leader of BT Wholesale’s CRM team, Trevor Lovelock discussed leveraging solutions for the latest cloud innovation.

Daviker is looking forward to hosting events in future that further the discussion about cloud contact centres and other such technologies while continuing to build links with industry experts.

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