Contact Centre Change webinar series

Now available to watch OnDemand

Watch OnDemand

Are you looking for opportunities to improve your contact centre performance? Or perhaps you have a customer experience vision you want to make a reality? If so a transformation project might be on the horizon.

In this webinar series, we will show you how to:

  • Understand your real pain points and what they cost you
  • Transform from outside-in
  • Produce a business case that meets needs as it assures stakeholders

Every business and contact centre is different. We support change projects every day and have learnt a lot. From avoiding common pitfalls through to cultural acceptance.

Hear tips and advice from industry experts. Chris Rainsforth, The Forum CX industry expert and Ian Harrison Contact Centre Operations Manager at Eurotunnel will share their views.

Sign up using the buttons below and you will receive the recordings via email.

Our webinars

Recordings now available

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Available OnDemand

6 lessons in finding pain points from award-winning CX projects

With Chris Rainsforth, CX expert - The Forum

Do you have a customer experience vision? And do you know what it will take to achieve your goal? If a CX project is on the horizon, this webinar is a must. We look at the real cost of projects and the impact they will have on your contact centre.

We look at key lessons learnt from award-winning CX projects. You will learn to:

  1. Identify the main drivers of your project
  2. Understand the barriers you face
  3. Measure the impact
  4. Match your contact centre needs to organisation’s priorities
  5. Gain stakeholder buy-in from the start
  6. Visualise organisation and team success


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Available OnDemand

5 steps to implementing successful contact centre transformation

With Customer Success Story from Eurotunnel

Every large change project takes time, money and resources. And it’s no secret you want to get the most out of any investment. Our transformational specialist, Jonathan Rapley speaks to Ian Harrison at Eurotunnel about their experience.

We also give our top tips when undergoing any change project. You will learn how to:

  1. Focus on what you want to achieve
  2. Redesign and create a vision that is achievable
  3. Implement for successful cultural adoption
  4. Gain useful intelligence to use across the business
  5. See benefits across the total organisation

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Available OnDemand

6 tips for creating a successful business case

With Chris Rainsforth, CX expert - The Forum

Every large change project needs a strong business case to secure budget. However, productivity and performance improvements aren’t always tangible. So how do you prove your ROI?

Our specialist talks to Chris Rainsforth, CX expert from The Forum. He gives us his tips from award-winning CX projects. 

  1. Measure if the problem has a business case
  2. Align with your business strategy
  3. Ensure you understand the real issues
  4. Meet your stakeholder needs
  5. Quantify the benefits across the company
  6. Measure success

Sessions will be recorded and sent via email

For more information

Check out our resources centre for our other webinars and more information.

About the Hosts

Jonathan Rapley

Transformational specialist

Jonathan has extensive experience working in contact centres in both sales and service, B2C and B2B, from taking calls to team leading to contact centre management. He has also managed operational teams, consulting on set-up and deployment of contact centre solutions into live environments.

Chris Rainsforth

CX Expert, The Forum

Chris has been in the Customer Contact Industry for over 15 years. His roles in in-house & outsource contact centres have included operations, training and support. Before he joined The Forum in 2013, Chris worked as Service Insight Manager for a large UK energy provider. He was responsible for Quality Assurance, Analytics and Customer Feedback.

I'm not a Netcall customer. Can I join?

You sure can. The sessions are complimentary for existing customers and new friends.

What if I register but can't make it?

These webinars will be pre-recorded and sent out to you on the release date. So you can watch when ever you have some free time.

Will the session be recorded?

These sessions will be recorded. Simply register for the webinars you want to watch and the recordings will be sent to you afterwards.

Can I ask questions?

The sessions are all pre-recorded, however we always want to hear from you. Send any questions you have to

Want to find out more?

Get in touch

Begin the conversation with us today 0330 333 6100