Nortel Contact Centre luncheon
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Posted Thu 11 June 2009 @ 1:55 p.m. by Megan Lacy
I attended the last two Nortel Contact Centre Luncheons in Hamilton and Auckland last week. Luckily I knew after the Hamilton session that I had the opportunity to listen to it again in Auckland as there was a lot of information given in speaker Darren Leffler's presentation and as much as I scribbled notes, I knew I could still take in more.
Entitled Communications Enablement, this was a presentation I would have insisted my general manager to attend - if I was still working for one. This would have helped me sell the future to the rest of the business. The presentation would have been great for everyone interested in continuous improvement.
I'm now 100% wiser on what UC (Unified Communications) is and what it means to the contact centre space. The explanation of SOA (Service Orientated Architecture) was done in easy steps and my latest phrase for the month is ‘click to talk’ and this service tool needs to take its place in strategies for ‘how’ customers can communicate with a contact centre.
The presentation also helped the audience have a better appreciation of ‘what the future of customer service and delivery can/could/would/will look like. It included a virtual world demo, which I loved. We always talk about how new software will change the way contact centres interact with their customer, but it’s true. This virtual world software held my attention and had me thinking about how a contact centre can operationally make it work for the business. This software should be noted as part of a contact centre or whole business strategy plan under technology in a short to medium term goal.
The demo impressed a number of contact centre CSRs from Auckland who told me they were going back their centre to talk about what’s they have seen.
Ten points also to the Maxnet that sent its staff to the event as a reward. They now have staff informed and enthusiastic going back into the centre selling the future of contact centre work.
I would like to thank Nortel and Darren Leffler for a great presentation, and giving us an update of the latest technology coming our way, and for enlightening me about UC and SOA. I hope Nortel will be back in 2010 with the next instalment.
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