Augmenting Intelligent Customer Care: The Advent of Chatbots, Virtual Assistants, and Machine Learning
PANELISTS Victor Ghanem, Director, Business Process Solutions – Customer Experience, Manulife Richard Gianvecchio, Vice President, Support and Services, Symantec Gabriele Masili, Global Director, Digital & Device, Customer Service and Technical Support, Amazon...
Ensuring Partnership Success with Business Process Outsourcing
Using Business Process Outsourcing (BPO) to staff customer service has evolved significantly during my career. From a focus in the 1990s on cost-saving measures, by moving simple transactional processes to BPO, it has now become more about the need for strategic...
Mentor the Mentors: Bringing Out the Best in Your Managers and Supervisors
A Customer Contact West: A Frost & Sullivan Executive MindXchange Preview SESSION ABSTRACT Strategically designed mentor programs engage high potential executives in the skills of behavior management and leadership development aligned to the organization’s vision...
Keynote Video: Positive Change: How Contact Center Executives Can Ignite the Organization and Move Beyond the Status Quo
