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(Webinar) What 100 UK contact centre leaders think that their centres will look like in 2021

Wednesday 8 July, 2020 @ 12:00 pm - 12:45 pm


The South West Contact Centre Forum, Call North West and ContactBabel – in partnership with Talkdesk – are delighted to announce the results of a major market survey into the future of the UK contact centre industry.  

At this webinar, you will discover: 

  • What lessons contact centres have learnt from their lockdown experiences
  • What percentage of staff are likely to work from home in 2021
  • Which of the following: Employee Engagement/Motivation, Productivity, Adherence, Training, Health & Well-Being, and Team Communications are expected to be bigger issues in 2021  than in 2020
  • What centres would do differently if there was a subsequent wave of CV
  • How organisations see their immediate investment priorities
  • What centres are likely to physically look like in 2021

The survey was conducted online amongst 100 contact centre leaders in  June 2020.


12.00 – 12.05: Introductions (Jane Thomas, CEO, Call North West and South West Contact Centre Forum)

12.05 – 12.25: A Summary of Key Survey Findings (Michael Gray, Director, Pitch Marketing)

12.25 – 12.35: The Contact Centre Industry in 2021 (TBC, Talkdesk)

12.35 – 12.45: Q&A

12.45: Ends

If you have any questions in relation to this webinar (or the survey), please email: info@callnorthwest.org.uk


Wednesday 8 July, 2020
12:00 pm - 12:45 pm
Event Category:


Call North West
07966 092149

Registrations are closed for this event