Name: The great agent and supervisor skills shift in the virtual contact centre
Start: 2021-07-15T10:23:00Z
End: 2021-07-15T10:23:31.000Z
Location: BrightTALK
Rating: 0

We are a leading business connectivity, communications and IT services provider to major multinational corporations in around 180 countries. We own an extensive global voice and data network providing managed services, security and network and IT infrastructure services, enabling customers’ digital transformations. 

Your cloud security strategy will have changed over the last 6 months. You will have reacted at pace to the pandemic so now’s the time to pause and re-assess for the future.

Watch here as we explore the trends and topics shaping the future of cloud security. You will also get a unique insight into how our own cloud security strategy has evolved over the last few months. We will share with you how our approach has changed and what the future looks like for us.

Speakers:
o Phil Packman, CISO, BT
o David Stark, Director Security Portfolio, BT
o Michael Wolkowicz, US Sales Director, BT
o Michala Hart, UK Sales Director, BT (Moderator)

A new cloud security strategy for a new normal

Security will play a key role in enabling new hybrid ways of working as the world begins to re-open, with employees increasingly on the move. As hybrid working increases, firms need to be able to quickly adapt their operations to continue to work effectively and compliantly.

But these new models bring increased risk; multiple devices, multiple locations, multiple access points coupled with yet another morphing of the threat landscape as attackers look to take advantage of new weaknesses.

Our webinar will explore:
• the future of work and what this means for security within financial organisations
• the new opportunities for attack
• the key priorities to keep organisations safe and secure
• how to balance the risk with the opportunity

Speakers:
John Burrell, Senior manager Commercial & Business Management, Radianz, BT
David Stark, Security portfolio director, BT
Phil Packman, CISO, commercial contracts for BT

Securing the future of work for the financial organisations

As organisations explore a hybrid workplace model, voice solutions enter an important crossroad. 89% of IT decision makers want to reduce communication costs, and legacy solutions are becoming increasingly expensive to maintain and counter-intuitive to an agile, digital strategy. 

Additionally, as people begin to work across multiple hybrid environments, what role will 5G mobile solutions play in providing greater flexibility, a superior user experience and a consistent voice no matter where they work?

Join us and our partner Cisco for part three of our hybrid headaches webinar series, as we discuss how you can make your voice heard.

Speakers:
Pat Goss, Global head of sales, Digital workplace, BT (Host)
Jan Riechers, Senior manager, global voice solutions, BT
Allan Bond, Senior manager, edge and mobile solutions, BT
DP Venkatesh, GM, Digital, SMB and Strategic Partners, Cisco

Watch the replay of the 'Hybrid headaches' webinar series - Part 2: What is the future of the workplace? - https://www.brighttalk.com/webcast/18985/509803

Watch the replay of the 'Hybrid headaches' webinar series - Part 1: Is choice a double-edged sword? - https://www.brighttalk.com/webcast/18985/498566

'Hybrid headaches webinar series' - Part 3: How do you make your voice heard?

Is your office ready for the future? As the new workplace emerges, you’ll need to combine more agile remote and home working with a safer approach for those returning to the corporate space. All with inherent flexibility to deal with whatever happens next. Join BT and Cisco to explore how you can make this happen:
- connecting your teams, no matter where they are working 
- creating resilience through a more responsive infrastructure 
- securing your new world approach
- the questions you need to be asking to ensure you’re making the right infrastructure choices to support this.

Speakers:
- Dr Nicola Millard, Principal innovation partner at BT
- Dom Elliot, Segment leader service provider EMEAR at Cisco
- Rehana Smith, Senior manager, Edge Solutions at BT

How to create a connected, secure office, ready for your return

Security will play a key role in enabling new hybrid ways of working as the world begins to re-open, with employees increasingly on the move. 

But these new models bring increased risk; multiple devices, multiple locations,  multiple access points coupled with yet another morphing of the threat landscape as attackers look to take advantage of new weaknesses. 

In this webinar we explore:
• the future of work and what this means for security 
• the new opportunities for attack 
• the key security priorities to keep organisations safe
• how to balance the risk with the opportunity 

Speakers:
• Tristan Morgan, Director security advisory services, BT
• Michala Hart, UK security sales director, BT
• Joanna Steed, Senior manager security marketing, BT

Securing the future of work

Global organisations are facing the challenge of developing an inclusive model for hybrid working. How do you build a strategy for digital work, whilst managing the complexities of a safe return to the workplace? 

Whilst technology and outcomes are key, putting people first must always be the starting point. Employee wellbeing and productivity have been put in the spotlight, at the same time as delivering stand-out customer experiences. To accommodate for different personas and workstyles, the need increases for an inclusive strategy that ensures everyone has an equal seat at the table.

Watch our webinar with our partner Cisco as we share a people-first blueprint for a secure and scalable future of work.

Speakers:
• Andrew Small, MD Global Portfolio, BT
• Jeff Boslem, Director of SP & Partner Collaboration Sales, Cisco EMEAR
• James Macpherson, Regional Sales Manager, Collaboration, Cisco EMEAR (Host)

BT and Cisco: Delivering a blueprint for the future of work

Like many people around the world, the chances are you’re thinking about returning to your workplace later this year. But it won’t be the same as it was before. In fact, 60% of business executives believe offices will be very different post-pandemic as hybrid brings a new era for our places of work.

However, there’s no ‘one size fits all’ approach to this new way of working. Organisations need to establish what hybrid means for them, the challenges associated with it and how their workplaces will serve the needs of their employees, now and in the future.

Speakers:
Pat Goss, Head of sales, Digital workplace, BT (Host) 
Dr Nicola Millard, Principal innovation partner, BT 
Jon Martin, Head of meetings portfolio, BT 
Magnus Falk, CIO Advisor for Zoom

'Hybrid headaches' webinar series. Part 2: What is the future of the workplace?

Security thinking has been moving towards Secure Access Service Edge (SASE) for some time now to protect the new dynamic perimeter. It brings together connectivity and network security into a single policy-driven service that provides consistent centrally-managed access and security from edge to edge.

Join our latest webinar as we share our experience and give you unique insight into:
• the BT approach to SASE
• how to move to SASE in the most simple and cost effective way
• how to mitigate the risks of change.

Speakers:
• James Todd, Security CTO, BT
• Tristan Morgan, Director of security advisory services, BT
• David Stark, Security portfolio director, BT

SASE: how to define the most effective strategy

Many organisations are looking to connect their OT and IT environments as part of their Digital Transformation, but this will make their critical OT infrastructure more vulnerable to cyber-attacks.

Threat actors are increasingly targeting OT as an entry point as it's often less well protected. The impact of an attack is far-reaching, from operational disruption to potentially physical safety issues. 

Watch our latest webinar in our as we share insight on how to:
• gain visibility of threats 
• maintain ongoing monitoring
• integrate your OT management into your infrastructure
• define the right use cases for your organisation
• implement controls

Speakers:
• Tristan Morgan, Director, Security advisory services, BT 
• Hila Meller, VP security, Europe, BT
•	Bryan Fite, Security advisory services, BT

When two worlds collide: How to define your IT/OT Security strategy

The average business executive uses 3.5 collaboration tools. Choice can often be seen as a privilege, particularly when it provides better opportunities in the technology space, but what if that same privilege creates a paradox? The beauty of choice, if managed correctly, can enable you to establish and fine tune a successful hybrid workplace strategy to suit the changing needs of your organisation. However, uncontrolled and ill-managed choice can become a burden to both your strategy and workforce – affecting return on investment, productivity and user experience. 

What if you could manage the paradox of choice to firmly establish your hybrid strategy and effectively enable your workforce with the right technology? 

Speakers:
Colin Pratt, Digital workplace director, BT
Jon Martin, Head of meetings portfolio, BT
Pat Goss, Head of sales, digital workplace, BT (Host)

'Hybrid headaches' webinar series - Part 1: Is choice a double-edged sword?

Coronavirus completely transformed the way organisations enable their workforces. The pandemic has accelerated the shift to creating an effective digital office and utilising collaboration tools, with video meeting usage increasing more than 300%. As many organisations continue to rely heavily on remote working, they face the challenge of how to provide an engaging, effective and productive meeting experience for their workforces. 

Watch this webinar as we explore the trends, insights and expertise behind enabling a brilliant remote meeting experience.

Speakers:
- Dr Nicola Millard, Principal innovation partner, BT
- Binita Jilka, Senior manager, User adoption, BT 
- Chris Moss, Vice president & sales CTO, Poly

Do more brilliant remote meetings - and less time on mute

As organizations shape their new future, they need flexibility and a laser-like focus on experience. That’s why many are accelerating their move to SD-WAN.

Choosing the right technology is part of the answer to a successful puzzle, but you need all the right pieces in the right places.

In this webinar, we’ll explain the other key factors you need to consider in building your solution, including everything from skills to service to security.

Our speakers have been involved in the deployment of thousands of SD-WAN sites across the globe, including Scott Cowling, who leads on our network portfolio, Anne-Gaelle Santos, our SD-WAN portfolio lead and Stephen Moss, head of service operations and dynamic network services.

How do you solve the SD-WAN puzzle?

The decisions you take now about your cloud strategy will undoubtably impact your business in the future. So, how do you know you’re making the best choices? It all starts with picking the right managed service provider.

In our webinar, together with VMware, we explore: 
• the value of a managed service provider in delivering a hybrid cloud strategy
• the top 5 most important considerations when working with a managed service provider
• the criteria you need to make a fair evaluation.

Watch us and partner VMWare to learn how we are using our experience and expertise to get it right for customers. Reshape your infrastructure today.

Speakers:
• Dave Funnell, Senior manager, Cloud provider business, VMware 
• David Simpkins, General manager, managed services and public cloud, BT 
• Sujoy Mukherjee, Product manager, Private cloud, BT
•	Maurice Nettesheim, Head of cloud compute and shared service portfolio, BT

5 key considerations when choosing a cloud managed service provider

Global organisations like yours are experiencing the collaboration conundrum – how to help your people work together seamlessly and effectively. 

70% of business executives agree better collaboration would make a big improvement to their organisation’s success. Businesses want to deliver the best meeting experience, future-proof their voice solutions and create engaging places of work for their people. However, doing all this whilst delivering a brilliant user experience, maintaining rock-solid security and controlling costs is tricky and often complex for global organisations. 

Speakers:
Pat Goss, Global head of sales, Digital workplace, BT
Jon Martin, Senior manager, Meetings portfolio, BT
Jenni Rantakari, General manager, Modern work solutions for EMEA, Microsoft

How do you solve the collaboration conundrum?

No-one could have predicted how quickly you’ve had to re-think the way your teams connect and collaborate. But now you have the infrastructure in place for flexible working, what happens next? If you’re to succeed and create greater resiliency for the future, you’ll need complete visibility and control of how users are consuming applications in order to ensure the best, most secure experiences.

In our virtual roundtable, together with Riverbed we’ll explore:
•why visibility of end user experience is so critical right now
•the limitations of traditional network and application performance management
•how visibility and acceleration can be used to help achieve business goals. 

Speakers:
•Joe Bombagi, Director, Solutions engineering, Riverbed
•Mark Burton, Senior technical alliance manager, Riverbed
•Adrian Comley, Senior manager, Managed network services, BT 
•Lotie Parker, Senior consultant, BT Consulting

Create consistent user experiences to get your business thriving again

In a rapidly shifting threat landscape, understanding adversary behavior and the biggest threats to your business is a constant challenge. The increasing number of threat actors, the loss of the network perimeter with cloud and a rise in remote working and connected devices to the network, all increase the number and types of threats you are exposed to.

The evolution of threat detection

Cybersecurity – and user perceptions of cybersecurity – will determine the success of digital businesses everywhere.

For the first time, we’ve canvassed the opinions of over 7000 business leaders, employees and consumers from across the world on their attitudes to cyber security. We've identified five major trends that are changing the role of the CISO, and some worrying behaviours that show the need for a strategic response.

Speakers:
- Marcus Hickman, Director, Davies Hickman Partners
- Tristan Morgan, Director of security advisory services, BT
- Robert Daniels, Senior manager, Security portfolio strategy & propositions, BT
- Joanna Steed, Senior manager, Security marketing, BT

5 cybersecurity insights that will shape 2021

For many companies, the cloud is the only viable way to manage the future of work. Only a cloud-based infrastructure can offer the scalability, flexibility, simplified costs, and improved user experiences pandemic and post-pandemic working calls for. 

But while the cloud provides a number of clear security advantages, it’s important to be aware of the new risks moving to the cloud brings. We can help you avoid common migration difficulties, develop your cloud strategy, and embrace the fast, flexible, and agile benefits of cloud consumption without increasing your security risk.

In our next webinar in the security insights and trends series we will explore:
- how the future of work is moving the cloud forward
- 5 tips to secure the cloud with confidence as you evolve your strategy.

Speakers:
• Shirley Wardle, Senior Manager, Global Security Partners, BT
• Phil Packman, CISO, BT
• Greg Day, CISO AMEA, Palo Alto Networks

5 tips to secure a cloud-based world

Coronavirus has significantly disrupted the workplace for your agents and supervisors who need to find new ways of staying connected with their teams. There may be important changes you’ll need to embrace in the new normal. You may want to offer more choice to your agents about where they work. But what will be the impact on the supervisor’s role in a dispersed contact centre workforce?

Watch this webinar as we share best practice ideas on how your supervisors can support remote work, how to foster good remote habits and procedures and how the digital enablement of your teams will help you today and into the future.

Speakers:
Nicola Millard, Principal innovation partner, BT
Karine Palacios, Global product director for cloud contact centres, BT

The great agent and supervisor skills shift in the virtual contact centre

Digital Transformation

Covid-19

Customer Experience

Remote Office

Remote Support

Contact Center

Communications

Cloud

Virtual

Digital Enablement

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practices for avoiding virtual machine sprawl and other common virtualization pitfalls as well as how you can make the most of your virtualization environment.

Virtualization

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Mobile Computing

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Cloud Computing

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IT Security

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Application Development

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Collaboration and UC

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Enterprise Applications

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Business Intelligence and Analytics

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Application Management

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Storage

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Big Data and Data Management

Get powerful end user computing insights from influential EUC experts. Connect with thought leaders and colleagues to get the most up-to-date knowledge on effective approaches to get non-programmers to create working applications.

End User Computing

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Help Desk and Support

As an IT professional, many of the problems you face are multifaceted, complex and don’t lend themselves to simple solutions. The information technology community features useful and free information technology resources. Join to browse thousands of videos and webinars on ITIL best practices, IT security strategy and more presented by leading CTOs, CIOs and other technology experts.

Information Technology

Get powerful insights on how to best serve today's customers. If you want to create a successful customer experience today, you will have to appeal to the need for “alone together” time. Millennials, Gen X, Boomers or Silent Generation all look for shared but individual experiences.

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CxO Strategy

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Operations

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The great agent and supervisor skills shift in the virtual contact centre

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