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The Future of the Contact Centre

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The contact centre is the key to long-term customer engagement.

Use it well, and you can breed brand loyalty, increase customer retention, and create an invaluable sales tool.

Our latest whitepaper discusses the future of the contact centre world, with insights from leading experts, on topics such as:

  • The omnichannel world
  • The evolving the customer journey
  • Automation and the contact centre environment
  • The rise of ‘me’conomy
  • Creating a new and improved customer experience

It’s an exciting time for the contact centre, and the future is looking even brighter.

Download ‘The Future of the Contact Centre', here.


We would like to thank all attendees who contributed their expertise to the roundtable discussion and helped make this paper possible.

Lisa Chambers, Operations Manager, KMB

Tom Davies, Technical Director, Ultracomms

Giuseppe Iantosca, Client Development Director, Confero

Clare Joof, Head of Supporter Care, The Guide Dogs for the Blind

Ben Lappin, Chair of DMA Contact Centre Council and Head of Retention & Customer Experience, The Guardian

Dr Nicola J. Millard, Head of Customer Insight & Futures, BT

Steve Sullivan, Deputy Chair of DMA Contact Centre Council and Founder, Channel Doctors

Alex Timlin, VP eCommerce and Retail, Emarsys

Hear more from the DMA

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