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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 salesforce.com 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:
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The Customer Experience
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The Agent Experience
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The Manager Experience
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The Executive Experience
Join us for this interactive and informative hour—complete with live audience Q&A.
Presenters
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Bob
Furniss
Slalom Consulting, Practice Director, Global Salesforce
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For almost 40 years, Bob Furniss' career has focused on helping companies improve their customer experience. Bob recently joined Slalom Consulting as the Practice Director for their Global Salesforce organization. He and his team deliver customer success in the areas of service and support strategies - across all digital channels - with a focus on the world’s top customer engagement platform, Salesforce. As a consultant, he has worked with many of the top brands across the globe.
Bob is proud to have received the prestigious Lifetime Achievement Award from ICMI in 2017 for his work in the contact center industry. He writes for industry publications, is active on Twitter and was named as one of the Top 50 #CCTR Thought Leaders on Twitter in 2015-2019.
On a personal note, Bob is married with two children and two amazing grandsons. He lives in Memphis, TN, loves photography and is an avid Pittsburgh Steeler fan. He and his wife recently launched a nonprofit, in honor of his daughter’s life, that focuses on education and early detection of breast cancer in women 25-40 (warriorprincess.org).
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Mike
Milburn
Vice President, Strategy and Operation, Service Cloud, Salesforce.com
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Mike Milburn is the Vice President of Strategy and Operations for the Salesforce.com 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 Salesforce.com 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.
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Erica
Marois
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A passionate connector of people, Erica Marois is a customer and employee experience enthusiast who loves helping others find unique solutions to their biggest challenges. She has 12+ years of experience in content creation and community building and volunteers as a facilitator for CX Accelerator. A content marketing specialist with 8x8, Erica works from home in Richmond, VA, where she lives with her husband and their lab-mix, Quinn. Outside of work, she loves cooking, traveling, and reading.
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Topics:
Knowledge Management, Analytics And Benchmarking, CSAT