Michael McLaughlin – Managing Director, Mimac Marketecture
Mike McLaughlin has been an independent consultant since 1986. He is principally recognised for his work in call centres and computer telephony. He has broad knowledge of voice technologies (IP and TDM), and a deep understanding of the systems, tools, operations and best practices in call centre operations. He is frequently invited to speak at public forums about telecommunications and contact centres – technology, implementation and operation. He has extensive experience in self-service and IVR.
Mike was the founding Publisher of IT Brief – a monthly publication for C-level executives to assist them toward more informed decisions in the acquisition, deployment and management of ICT.
Earlier in his career, Mike held a number of senior management roles including that of CEO, in a number of New Zealand and international organisations. His initial forays into the ICT industry in New Zealand were with TeleConsultants in Auckland. He was one of the founders of VisionNet where he oversaw the development and management of the technology start-up based on IVR and CTI, two technologies in their infancy at that time. The application schema developed for VisionNet was subsequently utilised in IBM’s DirectTalk offerings and also the application design for IBM Websphere (launched by IBM in 2002).
In the early-90s, Mike established his independent voice and technology consulting practice and has conducted assignments for a wide range of corporate and public sector organisations throughout his consulting career. His public sector customers have included Department of Labour, Housing New Zealand, Land Transport Safety Authority (now LTNZ), Ministry of Education and ACC, as well as various local bodies and public and private sector utilities.
In the corporate sector, he has consulted to SKYCITY, Tower Insurance, HortResearch, GE Money, Air NZ, Fisher & Paykel and NZAA to name a few.
University of British Columbia, University of Auckland