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5 Surefire Ways to Satisfy Customers, Everywhere



Date: Available On-Demand

Time: Watch It Now

Presenters:

Neal Topf , Max Ball , Erica Marois

Sponsor:

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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.

Presenters

Neal Topf

President, Callzilla

Neal Topf is the President and Co-Founder of Callzilla. He leads Callzilla’s near-shore contact center operations and sets Callzilla’s mission and vision. In addition to live agent services, Neal dedicates significant energy and focus towards understanding the convergence of human assisted contact management with automation and artificial intelligence. Winning ICMI’s Best Outsourced Provider was one of Neal’s greatest professional achievements. In his personal time, Neal is a life-long suffering Washington Redskins football fan, wondering if they’ll ever make it back to the Super Bowl. Neal resides in South Florida with the pride and joy of his family, his 7-year-old son.

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 Marois, Sr. Manager, Content and Community, ICMI

Erica Marois

,

A passionate connector of people, Erica Marois is a customer and employee experience enthusiast who loves helping others find unique solutions to their biggest challenges. She has 12+ years of experience in content creation and community building and volunteers as a facilitator for CX Accelerator. A content marketing specialist with 8x8, Erica works from home in Richmond, VA, where she lives with her husband and their lab-mix, Quinn. Outside of work, she loves cooking, traveling, and reading.

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