"Your organisation is always responsive to our needs and has demonstrated flexibility in working with us. It has been refreshing to deal with an Account Manager who understands the technical detail of the products, as this is not always the case with our business partners. We also receive excellent attention to detail from the CCT engineering staff, who have built solid working relationships with our own support staff."

IT Service Director, Agilisys

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Events

Capita IT Services Innovation Seminar - Stimulating Customer Experience in a Multichannel Age

26th April & 2nd May 2012 - Glasgow & London

Our seminar will look at some of the practices, technologies, insights and alternatives that help you to offer an enhanced experience for customers, provide more insight to your business, and drive down operating costs - ideas that will help shape the business case for change..

Highlights:

Recognising “customer effort” in customer service delivery: based on Henley’s most recent research
Embedding User Experience to optimise digital channels
Mastering voice in a multichannel world: lowering customer effort and optimising operating costs
Proactive customer contact by enhancing outbound methods
Engagement ‘forensics’: using speech analytics to aggregate ‘the voice of the customer’ that leads to process improvement
Enabling proactice customer contact: by enhancing outbound methods
Building the business case for transformation: considering the short and the tall steps

Download Agenda >>

4th Annual Avaya Contact Centre User Conference

June 29th 2011 - Lord's Cricket Ground

With presentations, demos and tutorials from subject matter experts from Avaya and CCT, this comprehensive, free-to-attend event will update you on the latest Avaya roadmaps - solutions that enable the new paradigm of "customer experience management".

Highlights:

Conference Tracks dedicated to contact centre operations leaders, and more technical content for the ICT teams that support them.
Free "Avaya Masterclass" refresher course covering Avaya CMS Reports and Vector Design.
Email, multi-channel and social media management in Avaya Aura Contact Centre (AACC).
WFO session covering WFM, Customer Surveys, Speech Analytics, PCI Compliance.
Avaya Aura demystified, and the roadmap for Avaya Communication Manager.
Overview of the Avaya one-X portfolio, and video communication solutions, integrating with Microsoft OCS and Lync.
"While you were Sleeping" session: CCT's range of proactive, remote monitoring services.
Complimentary tour of Lord's

FULL CONFERENCE PROGRAMME >>

UNFORTUNATELY, REGISTRATION HAS NOW CLOSED

Our previous events include:

3rd Annual Avaya Contact Centre User Conference

May 6th 2010 - Royal Opera House, London

This year's annual event was a significant success with 170 contact centre and IT professionals from across the country attending.

At the 2010 conference, attendees heard direct from Avaya senior management about their vision for the future of business communications and what the next generation contact centre will look like!.

There were also presentation tracks for Call Centre leaders providing ideas on how to improve customer service at the same/lower cost.

Other presentations included: more technically oriented content for IT/Telecoms primes: Avaya product experts will provide details of the integrated Avaya and Nortel product roadmaps and answer questions about what that means for your networks.

If you are interested in receiving an invite to the next Avaya User Conference, or would like more information on the subjects that CCT covered, then please contact a member of the CCT Team.

CCT Dialler Forum - Ofcom Regulations & Performance Enhancement

29th September 2009 - JD Williams, Manchester

There has been a lot of concern within the industry surrounding the recent changes in Ofcom regulations and CCT invited thought-leaders from Avaya & their partners, as well as our key customers, to come and discuss their thoughts. The event itself was an open-style customer forum supplemented by presentations from some of the leading figures within the industry.

Attendees debated and discussed these new regulations and the possible impact they will have on existing outbound operations. There were also discussions on best practice, technology updates and other dialler related topics.

CCT Webinar - Avaya Aura & one-X Agent

27 July 2009 - Online Webinar, CCT

Roger Jones, Unified Communications Specialist from Avaya, joined CCT's own Mike Smith, Head of Presales, to look at two specific areas:

Avaya Aura - After Avaya's recent launch, some direction and food for thought for the future
Avaya one-X Agent - An overview of the addiitonal functionality that this new product will bring to contact centres

Registration was free and CCT clients benefited from an indepth technical update on these two recent announcements from Avaya.

2nd Annual Avaya Call Centre User Conference

25th March 2009 - Heritage Motor Centre, Warwickshire

On Wednesday 25th March 2009 the latest Avaya Contact Centre User Conference, in association with CCT, was held at the Heritage Motor Centre, Warwickshire. Call centre professionals across the UK were invited to share their experiences and learn more about how improved customer contact helps them reduce cost and improve customer service within their operations.

CCT will be looking to hold further webinars throughout the year covering a wide range of subjects including Avaya technical updates and Call Centre Best Practice. If you would like to recieve further information, please contact us on 0117 3115969 or via email.

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