Building a Collaborative Contact Centre with Microsoft Teams

Date: Thursday 5th November, 10:00 am

We have witness the acceleration of digital transformation due to the global pandemic – changing the world, the way we work and how we currently live our lives.

We need to look at digital transformation not as a source of innovation, but as business continuity requirement, which allows individuals to work from anywhere.

The modern contact centre needs to empower your agents with integrated solutions that help improve operational efficiencies and increase customer loyalty with a personalised approach.

Join Enghouse Interactive together with Microsoft and Flogas to see how we are taking customer experience to a new level by Building a Collaborative Contact Centre with Microsoft Teams. As we discuss how in this new world order we need to adapt not only to a new cultural environment but also to the new technology landscape, to help us adapt to current times.

Jeremy Payne VP of Enghouse will talk about how contact centres need to adjust to a new more hybrid way of working – driving a new age of customer service.

Tina Shepherd Microsoft Teams Technical Specialist – will discuss how Teams is breaking the barriers in the way we work and collaborate. That by collaboration and unified data sources, will enable organisations to engage with colleagues and customers in a seamless way from anywhere.

Brian Gahan Head of IT – provides a real live example on how Flogas built a robust and efficient customer service operation – with minimal disruption during lockdown.

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Presenters

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Jeremy Payne – VP Marketing and Alliances at Enghouse Interactive

Jeremy has over two decades of distinguished experience in the software and services industry and has worked as a marketing leader within several blue chip corporates across the globe.  In his current role as VP International Marketing at Enghouse Interactive, Jeremy is responsible for the commercialisation of the company’s four key solutions across Europe Middle East and Africa. He is an expert in Customer Relationship and Interaction Management, as well as Business Process Improvement and Social CRM and has travelled globally presenting on the key trends in these areas.

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Tina Shepherd – Microsoft Teams Technical Specialist at Microsoft

Experienced Technical Specialist with a deep history of working in the computer software industry for over 25+ years. Skilled in Microsoft Teams, Skype for Business, VoIP, Contact Centres, Teams Meeting rooms, Session Initiation Protocol (SIP), and Enterprise Software. Strong information technology professional.

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Brian Gahan – Head of Information Technology at Flogas

Responsible for all IT activities for Flogas and its group companies and brands in ROI and NI including LPG division, Flogas Energy division ( Flogas Brand B2B and B2C Natural Gas and Electricity, Budget Energy brand B2C Electricity ), and Clearpower renewables. Responsible for working with senior management on the development of both Flogas IT and business strategy, digitization, acquisition and entry into new markets in accordance with DCC group IT strategy. Responsible for re-structuring the IT team and supplier network to be more agile and effective.