Top Priorities in Customer-Centric Contact Centers

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Customer preferences are constantly evolving, creating the need for contact centers to change in order to meet their needs. What communication channels do customers prefer? Leading contact center and technology experts will discuss trends in phone, chat, email, SMS and self-serve options in order to help our audience better connect with, retain and acquire customers. Join Tony Medrano, CEO of RapportBoost.ai, Nate Brown, Co-Founder of CX Accelerator, and Kaye Chapman, Learning and Development Manager at Comm100, as they present real case studies of how companies are adapting to industry trends to meet the needs of customers and agents.

By the end of this webinar, you will know:

Which channels of communication customers prefer, and why
How contact center leaders and agents can reap the unique benefits of connecting with customers across all channels
-How to improve agent performance and manage their expectations

November 27th, 2018 12:30 PM PST, 3:30 PM EST, 7:30 PM GMT

Brought to you by:

Tony Medrano, CEO of RapportBoost.ai

Tony is currently CEO of RapportBoost.AI, the leading conversational sales analysis platform for brands that use chat, SMS and messenger tools to engage customers. RapportBoost uses artificial intelligence to optimize chat conversations in order to drive dramatic and sustained improvements in conversion rate, order size, customer satisfaction, renewal rate, average handle time, first contact resolution rate, agent retention and happiness and other critical contact center metrics."" Tony has dedicated his career in technology to leading sales teams and understands the need for automation tools that help sales reps increase efficiency, close more business and increase margins. Tony received his MBA and JD from Stanford, M.A. from Columbia and B.A. from Harvard.

Kaye Chapman, Learning and Development Manager, Comm100

Kaye is Comm100’s Learning and Development Manager, an internationally-experienced writer and trainer, and an MA student at University College London, the world’s #1 center for Education and Social Science. Kaye has worked with Fortune 500, governmental and private firms across the world to advance customer service operations and embed leading learning and development strategy. As a specialist in Contact Centers, Kaye is passionate about using technology and training to improve experiences for customers and employees alike.

Nate Brown, Co-Founder of CX Accelerator.

Nate Brown is on a quest to improve the agent experience and the customer experience through creativity, knowledge, and hard work. In addition to being a Director of Customer Experience at UL, Nate is the VP of Communication for the HDI Music City Chapter and a well-known speaker in both the ICMI and HDI communities. You can read more on his blog, CustomerCentricSupport.com.

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