Transforming Customer Experience with a Cloud Contact Centre

THE DATE: Thursday 21st September 2017, 8.30 am – 12.15 pm

THE LOCATION: Bishopsgate, London EC2M 3TQ

THE DESCRIPTION: How cloud technology, innovation and a fresh approach will lead to higher customer loyalty, employee satisfaction and operational efficiency

Event Agenda

8.30 am :  Networking & breakfast
9.00 am : Improving performance through a secure omni-channel cloud contact centre – Nick Beardsley, Enterprise Director, Olive
9.15 am : The evolution from call centre to customer engagement centre – Guest speaker, Nerys Corfield, Chair of the DMA Contact Centre Council
9.55 am : Transforming customer experience and delivering operational excellence – Kevin Howard, Chief Operating Officer, 1st Central Insurance
10.15 am : Coffee break
10:30 am : Digitisation of the customer experience journey – Steve Powell, Head of Manufacturing, Construction & Utilities, Mitel
11.00 am : Contact centre demonstration – Shameem Smilie, Head of Contact Centre, Mitel
11.45 am : Workforce management and employee engagement in a digital world – David Evans, Head of Workforce Optimisation, Olive
12.00 noon : Best path to the cloud – Nick Beardsley, Enterprise Director, Olive
12.15 : Contact centre ecosystem

THE ORGANISERS: Olive Communications


Published On: 17th Aug 2017 - Last modified: 6th Sep 2017
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