5 Surefire Ways to Satisfy Customers, Everywhere
Empowering contact center excellence for 30 years!

5 Surefire Ways to Satisfy Customers, Everywhere

Date: Available On-Demand

Time: Watch It Now

Presenters: Neal Topf, Max Ball, Erica Strother Marois

Sponsor:

To register, fill out
all required fields.

Learn how to provide global service that is consistent and customer-friendly.

Today’s hyper-connected marketplace enables organizations to obtain customers around the globe.  The challenge with that, however, is providing consistent and excellent service to customers dispersed around the world requires a coordinated effort of people, processes, and technologies. For many companies, the solution is to launch contact centers across different continents and time zones, but managing and controlling them can cause an entirely separate set of issues. To effectively meet the needs of a global customer base, organizations must be able to act as a single entity to solve customer problems and have the physical infrastructure to make as many interactions as “local” as possible.

 
In this webinar, you will learn:

  • The management tools necessary for successfully managing a global contact center

  • The importance of supporting multiple contact channels

  • Why a worldwide network of datacenters is critical to providing local telephone connectivity

  •  The value of translating text interactions into the customers’ native language

  •  How agent language fluency affects customer service outcomes

Join us for this interactive and informative hour—complete with case studies, best practices and live Q&A.

Presenters

Neal Topf

President, Callzilla

Neal Topf is the President and Co-Founder of Callzilla, a customer-experience focused contact center. Neal leads Callzilla’s operations and sales and marketing efforts as Callzilla has evolved into a quality and training-first, full service, onmi-channel solutions provider that helps US companies acquire and care for their English and Spanish speaking customers. Neal has lived, worked, and studied in multiple countries and diverse cultural environments and hopes to bring that wealth of experience, languages, and cultures to the Callzilla service portfolio. Neal resides in south Florida with his beautiful wife and almost 3 year old son which are his true passions.

Max Ball

Product Marketing Manager, 8x8

Max has been in the Contact Center world for over twenty years.  He has worked in a variety of roles including Product Marketing and Management, and Sales and Professional Services for a variety of companies including Edify, IBM and Genesys.  Max now manages Contact Center Product Marketing for 8x8.  Max’s background includes expertise on web based banking applications and natural language text interpretation software, he is a graduate of Stanford University.

Erica Strother headshot

Erica Strother Marois

Community Specialist, ICMI

Erica Strother Marois is the Community Strategist at ICMI. With a background in marketing, public relations, and social media, she brings more than six years of community management experience to ICMI. Erica manages ICMI’s robust network of community contributors – 500 strong! She also hosts ICMI’s weekly tweet chats that feature dynamic, interactive discussions with thought leaders and innovators in our community. Erica produces our webinars and many other content initiatives like Contact Center Insider, our weekly newsletter. She also partners with vendors in the community to nuance their viewpoint on important topics. Lastly, Erica employs her creative viewpoint on community engagement at ICMI events – working with attendees to enhance their event experience and bring the ‘fun’ to attending an industry event. Erica is a connector of people – in any medium – and the contact center community is lucky to have her on their side!


ICMI/UBM Privacy Statement

Topics: Global Service Delivery, Customer Experience, Technology