Microsoft Event – Empowering First Line Workers

In May 2018, Enghouse Interactive at Microsoft’s Reading HQ, hosted an event from Microsoft experts and Futures Housing Group on how to “Empower First Line Workers”. Learn how to empower your front, back office and field staff to stay connected to your customers so that queries can be resolved first time.

Gavin Hitchcock, Head of ICT from leading housing association, Futures Housing Group, will present their journey towards a connected, empowered and agile working environment using Microsoft and Enghouse Interactive technologies. Learn about the gain and pitfalls that led to transforming their contact centre operating model.

Key themes include:

  • Futures Housing Group highlighted their journey towards an agile organisation
  • The tools available to empower your first line workers
  • The key steps required to successfully migrate towards a Microsoft enabled customer experience
  • A panel debate discussion around digital transformation and empowering business to resolve customer issues first time

View the agenda

Download a copy of the presentations

Keynote Speakers


Innovative and informative presentations from our customer, Microsoft and Enghouse.

Fill out the form to download a copy of the slides and images from the day.


  • The Firstline Worker Vision – Microsoft
  • Microsoft advantage in the Contact Centre – Enghouse Interactive
  • Operating model and disruption and the journey towards an agile organisation – Futures Housing Group

Presenters on the day