Transforming customer experience with a cloud contact centre

Transforming customer experience with a cloud contact centre

Transforming customer experience with a cloud contact centre

Thursday 21st September 2017, 9.00 am – 12.15 pm

Location: Bishopsgate, London EC2M 3TQ

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

Event Agenda

Arrivals from 8.30 am – Networking & breakfast

9.00 am

Improving performance through a secure omni-channel cloud contact centre
Nick Beardsley, Enterprise Director, Olive

Olive is a leading specialist cloud communication consultancy and managed service provider, helping businesses differentiate through digital customer and employee engagement solutions delivered from the cloud.

9.15 am

The evolution from call centre to customer engagement centre
Guest speaker, Nerys Corfield, Chair of the DMA Contact Centre Council

Delivering the omni-channel dream, how digital transformation, technology and customer expectation are driving change. Nerys presents a practical guide on how this can be achieved.

9.55 am

Transforming customer experience and delivering operational excellence
Kevin Howard, Chief Operating Officer, 1st Central Insurance

1st Central is a leading and fast growing motor insurance company with over 600 contact centre advisors in the UK. Kevin will describe the customer service and operational improvements made through the use of innovative cloud-based services and how as a customer-centric business they are proud to be rated good or excellent by over 91% of their customers.

10.15 am – Coffee break


Digitisation of the customer experience journey
Steve Powell, Head of Manufacturing, Construction & Utilities, Mitel

It is all about the customer experience – from the simplest call to the most complex digital interaction, you can elevate your customers’ experiences with the right tools and stay ahead of your competition by increasing profitability.

11.00 am

Contact centre demonstration
Shameem Smilie, Head of Contact Centre, Mitel

Witness Mitel’s latest innovation, creating seamless digital customer experiences; integrating omni-channel capability, automation through AI/Chatbots and IOT.

11.45 am

Workforce management and employee engagement in a digital world
David Evans, Head of Workforce Optimisation, Olive

As more consumers connect via multiple channels, the typical contact centre is still handling the majority of voice calls in siloes. How can a WFM solution help you take advantage of and manage the complexity of a multi skilled, multi-channel environment?

12.00 noon

Best path to the cloud
Nick Beardsley, Enterprise Director, Olive

Bringing together best of breed customer engagement tools into a single cloud service – operational assessment, target operational model development, design, implementation and end-to-end pre-emptive management. The Olive difference


Contact centre ecosystem
Meet the partners

Network with and experience demos from Olive partners RedBox, Teleopti & Semafone.

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