Contact Centre – Mitel Transformational Communications Seminar
Wednesday 9th September 2015
See how combining next generation networks, cloud applications, collaboration tools and the latest in customer experience and social media management can transform your business. This seminar will help you realise the true potential of today’s communications, be they in the cloud or on your premises.
- Benefits of centralised, resilient telephony
- How to provide a consistent environment regardless of location
- The advantages of collaboration for customer experience
Latest multi-channel contact centre solutions
- 6 practical tests to measure your own customers’ experience
- Enhancing the power of social media in the age of the customer
- Mitel product updates and demonstrations
- Networking and meet the experts
Seminar Agenda for 9 September
9:00 – 9:30 – Registration and Refreshments
9:30 – Introduction
9:40 – 10:0 Mitel Cloud Communications
Lisa Dolphin, Customer Marketing Manager, Mitel
Lisa will explain some of the benefits of moving to a Mitel Cloud environment and the different deployment models available; covering investment protection, ease of management and financial simplification and will look at the current trends for adoption.
10:10 – 10:40 Making the Move to Cloud a Success
Jonathan Sharp, Sales and Marketing Director, Britannic Technologies
Britannic have a long history in helping customers take advantage of next generation networks and moving their communications to cloud-based environments. We will outline the complementary products and services that contribute towards this successful transition.
10:40 – 11:15 Practical Steps to understand and measure your Customers’ Experience
Morris Pentel, Chairman, Customer Experience Foundation
How does your business communicate with people in the outside world and how do they want to communicate with you? Morris will discuss why it is so important to build customer experience into your multi-channel strategy and how changing your business communications model can have a real impact on the bottom line. You will take away 6 practical tests that you can try out in your own organisation to reveal important gaps.
11:30-12:10 Social Media and digital enabled everything
Alex Nicoll, Founder, Bizvu Social Media Monitoring and Analytics
Delivering great customer service and experiences in the digital age!
Now that we are in the age of the customer, businesses need to be capable of engaging, interacting and meeting customer expectations. Alex will show how all customer interactions can be more effective, efficient and friction free in exploiting customers preferred channels like social networks and SMS and how this delivers a more user friendly customer experience to consumers and customer service agents alike.
12:10 – 13:00 – Mitel Technology and UC Update and Q&A
Steve Williams, Account Manager, Mitel
Find out about recent product updates and what’s new on the Mitel horizon. Understand how the latest collaboration tools can help you in your Unified Communications strategy.
12:10-13.00 Mitel multi media contact centre demo
Mike Marshall, Technical Solutions, Mitel
Combine email, web chat and social media streams into a powerful contact centre environment. Place it in the cloud. Report against virtual agents based anywhere.
13:00 – 14:00 Lunch, Networking/Consultancy, Product Demonstrations