5 Surefire Ways to Satisfy Customers, Everywhere

Date: Available On-Demand

Time: Watch It Now

Presenters: Neal Topf , Max Ball , Erica Marois

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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.

Neal Topf, Callzilla

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 Marois

Content Manager, ICMI

Erica Marois is the Content Manager at ICMI. With a background in marketing, public relations, and social media, she brings more than ten years of community management experience to ICMI. Having been at ICMI for more than 5 years now, she's also become a thought leader in the customer experience space. 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 the contact center community. In addition, she produces ICMI's webinars and many other content initiatives like Contact Center Insider newsletter. Lastly, Erica employs her creative viewpoint on community engagement at ICMI events, managing ICMI's Global Contact Center Awards Program, and Movers & Shakers initiative, as well as working with attendees to enhance their event experience. Erica is a connector of people - in any medium - and loves bringing contact center leaders together to solve problems.

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