Fonolo

JANUARY 16, 2019

Who should attend: VPs & Directors of Contact Centers. 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. Director of Customer Experience.

Contact Center 85

Contact Center Social Media Education AI 85

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

Taylor Reach Group

JANUARY 21, 2019

has been an industry leader in call and contact center consulting for more than 15 years, the main area of focus has been on establishing great customer care in the business sector, especially in retail and service industries. Rosetta is an acknowledged thought leader, expert and practitioner on public sector contact centers.

Contact Center 70

Contact Center Artificial Intelligence Government Innovation 70

Fonolo

FEBRUARY 26, 2019

In case you aren’t familiar with the concept of positive psychology, here’s an abbreviated definition from the Positive Psychology Center at the University of Pennsylvania: Positive psychology is the scientific study of the strengths that enable individuals and communities to thrive. VPs & Directors of Customer Experience.

Customer Service 77

Customer Service Contact Center Education Technology 77

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. Who should attend: VPs & Directors of Contact Centers. Jeremy Watkin.

Artificial Intelligence 62

Artificial Intelligence Contact Center Social Media Education 62

Fonolo

JANUARY 30, 2019

The new system revolves around “IX” which stands for “Intelligent eXperiences,” and organizes the portfolio into four groups: Avaya IX Digital Workplace: Calling, meetings, collaboration, and devices. Avaya IX Digital Contact Center: Voice, omni-channel, desktop, and workforce engagement. Director of Customer Experience.

Contact Center 57

Contact Center Social Media Education Customer Service 57

Fonolo

APRIL 25, 2018

What’s more, call centers who have work besties often experience more satisfied customers! A joint study out of the University of Pennsylvania and the University of Minnesota found, compared to simply having acquaintances at work, work friends outperformed on most tasks. Contact Center KPI’s.

Contact Center 59

Contact Center Customer Service Customer Satisfaction CX 59