Transforming the Value Of The Contact Center
Empowering contact center excellence for 30 years!

Transforming the Value Of The Contact Center

Date: June 15, 2017

Time: 1 PM Eastern Time

Presenter: John Zurn


Moderators: Erica Strother Marois

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Learn how to overcome specific barriers to successfully transform your organization and make the contact center the key component to your success.

Carlson Rezidor Hotel Group is a global leader of hotels around the world, but lacked leadership support for investments in the contact center. In order to receive investments in both technology and resources, a significant change of how leadership perceived the value of the contact center was needed. In addition, the resources required to support this transformation had traditional views of technology and capabilities, so buy-in on the value of modernized cloud based tools was a key success factor.


Join us for this interactive and informative hour and live Q&A!

Presenter

John Zurn

Senior Director of Reservations and Customer Care, Carlson Rezidor Hotel Group

John joined Carlson Rezidor Hotel Group (CHRG) in 2014 as the Senior Director of Reservations and Customer Care. As a Senior Director in Reservations and Customer Care, John is responsible for defining and executing the strategy to drive voice revenue generation and the positive guest experience across the live channels of phone, emails and social media in the US and EMEA hotel properties.

Over the last 75 years, CRHG has evolved from a Multi-Brand company to a worldwide Hospitality solution provider. This evolution and growth has required corresponding changes in how CRHG supports and interacts with customers with increasing focus on Omni-channel support, technology, knowledge management and information sharing.

Prior to joining CRHG, John was an executive leader with Creative Memories Inc. John is a graduate of Saint Cloud State University with a BA in Operation Management. John hold a MBA and a PHD in leadership form the University of Phoenix.

Moderators
Erica Strother headshot

Erica Strother Marois

Community Specialist, ICMI

Erica Marois is the Community Strategist at ICMI. She manages ICMI’s robust network of community contributors, hosts ICMI’s weekly tweet chats (#ICMIchat), manages the Global Contact Center Awards program and produces content initiatives like the Contact Center Insider weekly newsletter. Follow Erica on Twitter (@EricaMarois) and join her each Tuesday at 1pm ET for #ICMIchat.


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