Fonolo

FEBRUARY 26, 2019

Have you encouraged a frustrated employee to stay positive after a particularly deflating customer interaction? If you have, you were tacitly acknowledging the importance of positivity in customer service. If your own staff are feeling negative or pessimistic, it’s difficult for them to provide that highly positive experience.

Customer Service 77

Customer Service Contact Center Education Technology 77

Fonolo

JANUARY 16, 2019

Finally, new customer service channels mean that companies are looking for their agents to have broader skill sets. VPs & Directors of Customer Service. VPs & Directors of Customer Experience. He has 25 years of experience in all facets of contact center operations. The Panelists.

Contact Center 85

Contact Center Social Media Education AI 85

Taylor Reach Group

JANUARY 21, 2019

Prior to relocating to Washington, DC, Rosetta was appointed Chief Customer Service Officer for 5th largest city in the U.S., Philadelphia, Pennsylvania and launched the internationally renowned and multi-awarded Philly311 Contact Center Operations.

Contact Center 70

Contact Center Artificial Intelligence Government Innovation 70

Fonolo

JANUARY 24, 2019

Secondly, in recent years there has been a growth in “reshoring”: Call centers are returning to North America, a trend driven by several factors including low wage inflation and an increased focus on customer experience. VPs & Directors of Customer Service. VPs & Directors of Customer Experience.

Artificial Intelligence 62

Artificial Intelligence Contact Center Social Media Education 62

Fonolo

JANUARY 29, 2019

With the “era of the customer” in full swing; the increase in customer expectation for omnichannel communication; and the never-ending developments in communication methods through AI-powered self-service; it is easy to overlook the importance that the call center plays in the customer experience.

Contact Center 85

Contact Center Omnichannel Entertainment Social Media 85

Fonolo

JANUARY 30, 2019

VPs & Directors of Customer Service. VPs & Directors of Customer Experience. Thomas is founder and CEO of award-winning Expivia, a USA BPO omni-channel contact center located in Pennsylvania. He has 25 years of experience in all facets of contact center operations. Director of Customer Experience.

Contact Center 57

Contact Center Social Media Education Innovation 57