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Predictions for a Post-Pandemic Contact Centre Workforce

Katy Forsyth
Co-Owner and Director at Red Recruitment

Full details

Content

Where will agents be working? What do tomorrow’s agents and leaders want? Where do we see it landing?
How will changes in contact centre job roles effect the skills the industry needs from future agents?
Attracting and retaining future talent to the industry, what contact centre must think about
How will GenZ mature to shape the next five years of contact centre?

Key Outcomes

Understand what agents want from the industry in 2021 and beyond
Rethink what makes a great contact centre agent for the future
Think about how your centre can better attract and retain agent talent
Consider how to futureproof your centre for the maturing Gen Z agent population

Katy Forsyth is Co-Owner and Director of Red Recruitment. Red is a leading contact centre recruitment business which is in its 20^th year. Katy has worked in contact centre recruitment since 1995 and since setting up Red has become one of the industry’s most well-known commentators on the UK’s contact centre recruitment industry and the UK’s candidate marketplace. Red is a trusted partner to many top UK customer brands and Katy is a knowledgeable and passionate promoter of the contact centre industry.

Topic

Predictions for a Post-Pandemic Contact Centre Workforce

Start

Wednesday, 31 March 2021 at 12:30pm

Duration

45 minutes

Sponsor

Quick Agenda

9:30am Welcome and Introductions

9:40am Contact Centre Game Changers in 2021

10:30am Workplace of the Future

11:30am People Engagement in a Hybrid Home/Office Workplace

12:30pm Predictions for a Post-Pandemic Contact Centre Workforce

1:30pm Proactive Interactions Overtakes Reactive Interactions

2:30pm Understanding the Customer of the Future

3:20pm Positioning the Contact Centre as a Strategic Asset

4pm Live Q&A Session

If you have any questions, please submit them using the 'Ask' button below. We'll collect all questions and present them to the Speakers at the LIVE! Q&A session at 4pm.

Ask

Predictions for a Post-Pandemic Contact Centre Workforce

John Davies February 23, 2021

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In an ever-changing world, join us for a unique opportunity for contact centre leaders across the UK to collaborate and share best practice and industry insight. A full programme will deliver industry insight and best practice at the UK's leaders event of the year. Get set to be the best you and your business can be in 2021.

Ask a Question to our Speakers

Any questions asked throughout the day will be collected and asked at the LIVE! Q&A session at 4pm.