The 4 Game Changers of Customer Service

Date: Available On-Demand

Time: Watch It Now

Presenters: Bob Furniss , Mike Milburn , Erica Marois

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Learn how to deliver a frictionless level of service.

An efficient and effective customer service center is the driver of the customer experience. Leading service centers are focused on four key functionalities to provide agents and leaders with relevant customer information, usable knowledge content, and detailed reports and dashboards. These functionalities are streamlining the internal communication and visibility of the agent, manager and executive levels, in turn delivering a consistent customer interaction.

Join an webcast featuring ICMI, Bluewolf and to discover how to develop a metrics-driven and collaborative atmosphere from all levels within the service center.    

During this webinar you will learn how to deliver a frictionless level of service through:

  • The Customer Experience
  • The Agent Experience
  • The Manager Experience
  • The Executive Experience

Join us for this interactive and informative hour—complete with live audience Q&A.

Bob Furniss

Bob Furniss

Director, Customer Care/Service Cloud, Bluewolf

Bob is the Director of Bluewolf’s Service Cloud Practice and leads a team of consultants focused on improving customer service and engagement. For more than 30 years, Bob’s career has focused on the customer experience. First as a leader of company contact centers, and then as a consultant, Bob helps companies optimize customer engagement moments by creating service roadmaps, implementing CRM and improving digital channels. As a member of the National Speakers Association, Bob speaks internationally on frontline leadership and the importance of developing a customer-obsessed business culture. Based on his passion for improving customer experiences he has created a career hashtag - #ILoveThisStuff. Bob brings has worked with some of the best names in the world – FedEx, Delta, Cardinal Health, Lenovo, St. Jude Children’s Research Hospital – and more. On a personal note, Bob is a proud dad, loves photography, and has a passion for ministry in Honduras.

Mike Milburn

Vice President, Strategy and Operation, Service Cloud,

Mike Milburn is the Vice President of Strategy and Operations for the Service Cloud, the worlds #1 customer service application. In this role he is responsible for building the right business structures for growth, scale and customer success.  Mike has held numerous roles in including consulting, partner enablement and communities.

Mike has 17 years of global experience in customer engagement strategy, CRM Design, telephony and workforce management.

When he is not helping customers with Service Cloud innovation & transformation you can find Mike spending time in Northern Wisconsin with his family and any racquet or paddle sport.

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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