Meet the Host

Johnathan Zemlik is Head of Contact Centre at Wavenet. Jonathan is a specialist in all aspects of core contact centre technologies and the state of the current market. Supporting Wavenet's wider business strategy for contact centre, his goal is to make Wavenet a trusted supplier for innovative solutions that drive real business transformations.

What will be discussed?

COVID19 has fundamentally changed the approach of businesses to cloud, especially in the contact centre. Crammed contact centre with lots of agents wired into handsets is not a COVID safe environment, so its time to ditch the tin. Join Wavenet’s Head of Contact Centre Johnathan Zemlik to learn how Wavenet will empower you to take advantage of a margin rich market.

In this session Wavenet will explain why Contact Centre opportunities are so lucrative but more importantly how Wavenet can simplify complex and often intimidating sales. We will look at how help you identify contact centre opportunities and talk confidently to prospects about the real problems they face.

About Wavenet Cloud Contact Centre Solutions

Wavenet can rapidly deploy two primary cloud contact centre solutions for remote working, both are Gartner MQ recognised vendors. All solutions be accessed remotely with no need for applications to be installed on an agent’s device.

• Customer Relationship Management (CRM) led Customer Engagement: This solution is for Customer Service operations using a CRM system such as Salesforce, Microsoft Dynamics or Zendesk as their primary agent interface.
• Contact Centre Infrastructure (CCI) LedCustomer Engagement: This solution is for Customer Service operations who channel all interactions through a single platform. A unified agent desktop is the agent’s primary agent interface which can pull important information from a CRM or back-end system.

Wavenet use a consultative approach with detailed scoping to collaborate with customers to ensure that our technology is used to produce tangible business benefits. These centre around three key outcomes:

• Improving Customer Experience from Anywhere: Ensuring our solutions improve customer experience by broadening the channels of communication offered, personalising interactions and automating transactional enquiries.
• Improving Remote Agent Engagement: Helping agents work efficiently from anywhere, improving rates of First Contact Resolution (FCR), using templates and knowledge bases to reduce the Average Handle Time (AHT) for interactions, as well optimising cloud-based solutions to support better work life balance.
• Optimising Business Processes for Homeworking: Using integration in collaboration with self-service tools to provide personalised automation, helping introduce artificial intelligence to digital interactions via agile project methodology and identifying processes which can be improved upon based on best