This immersion into the world of contact centre technology coupled with extensive operational experience has formed the backdrop to Nerys carrying out regular Contact Centre audits, Delivering Transformation programmes; Judging prestigious awards like the European Contact Centre and Customer Service Awards; Chairing the DMA Contact Centre Council for 3 years and being a regular on the webinar, keynote and podcast circuit talking all things Contact Centre. 00:00 Introduction 02:00 Welcome Nerys 05:30 Managing contact centres - what did they get right? 07:40 Barriers to getting things right 12:00 Mandating self service options 16:25 The voice channel 25:00 Better service models 31:15 What the future of the market looks like 36:40 Labour market in contact centers 49:50 Context of conversations 57:00 Responsible AI 1:00:20 The next 12 months 1:01:50 Outro Vist Nerys LinkedIn here - https://www.linkedin.com/in/neryscorfield/ Unparsed, the world's most loved conversational AI conference returns with more punch, more passion and more impact! Buy your tickets now here - https://www.unparsedconf.com/ Hosted on Acast. See acast.com/privacy for more information.