Dr. Nicola Millard of BT discusses the latest trends in customer behaviour and how they may influence your call centre's channel shift strategy.

In our discussion, we also talk about how you can improve your digital customer service strategy, the growth of live chat and the future of the contact centre.

This podcast was made possible by our sponsor, Genesys. We now have a new link to visit their website, instead of the link mentioned in the podcast to request a demo.

So, to find out more about Genesys, simply visit: www.genesys.com