Andreas Knoefel: · Top50 Customer Success Influencer for the second year in a row · Inventor of the Customer Success Performance Index™, a benchmark which highlights how the best-in-class businesses achieve 28% higher NRR · Chief Customer Officer and CS strategy consultant from startups, to SMB’s and F100 enterprises · Math Ph.D. (don’t hold that against me) · Mountain biker, backpacker and hobby...

Employees have lost faith in leaders' ability to move the business forward. Supervisors are trying to band-aid processes and the lack of technology to keep their teams moving. Frustration is leading to a mass exodus. Increased recruiting, hiring, onboarding, training, nesting and new agent speedto competency all costs money. Eroding brand reputation as a result of negative customer care interactions is causing customers to jump ship and move to the competition in hopes of a better customer...

Chaitanya is the co-founder/chief product officer of Ozonetel Communications Inc. At Ozonetel, Chaitanya built the core CCaaS/CPaaS application framework responsible for handling 20 million calls and 100,000 agent logins per day. The Ozonetel platform has 3000 businesses as their customers and handles more than a billion calls per year. Chaitanya is a core technologist with a Masters in Computer Science from University of Florida. Chaitanya has expertise in web frameworks and deep...

Jim Triggs was named President and CEO of MMI in 2019. Since joining the organization over 20 years ago, Jim has held a number of executive positions, providing vision and guidance to many of MMI’s core national programs. His focus across every leadership role has been to increase the accessibility and efficiency of MMI’s counseling programs, leveraging emerging technology and proven best practices to reach more consumers in more places than ever before. Jim has continually embraced...

Alex is a partner at Adler Advisors. His career in telecommunications started as an independent Time Warner Cable sales consultant for Sandler Partners. After only 18 months he had acquired 395 clients! Him and his team are Technology Leaders, who simplify the technology buying process from start through service. They believe an unbiased technology recommendation builds long lasting partnerships and future proofs our client’s organizations. Every engagement is custom built with a focus on...

Lance Fried is the Chief Marketing Officer at Thrio, a leading CCaaS provider. He is a recognized cloud software evangelist focused on marketing, strategy, product, team building, and driving revenue growth for emerging high-technology companies. Lance has spent the majority of his career in the hosted contact center space and has enjoyed success everywhere he has been. Lance is a well-known blogger, speaker, and panelist at various technology and customer care industry conferences. Lance...

Linda Klug is the Founder & CEO of Airin, an artificial intelligence deep technology company that clones the cognitive reasoning of experts. Airin has attracted enterprise early adopters including Microsoft, Google, Motorola, Teradata and Accenture. Linda formerly led global enterprise technology divisions in Silicon Valley for Fortune 500 technology companies including VERITAS, Symantec, and EMC. An enterprise technology innovator for 20 years, Linda holds 12 enterprise technology...

Eddie Christian is the Global Head of Customer Success as Resy, American Express Global Dining Network. Eddie is also a former professional baseball player and a talented Customer Success and Customer Experience leader with over 17 years of experience in Customer Success, Sales and Marketing. He brings a wealth of expertise with particular strengths in organization building, increasing client satisfaction with a focus on decreasing user churn, increasing product adoption and developing...

Mark Pereira is a Trainer and On-Site Supervisor at Briljent LLC. He is a Certified Professional Trainer (CPT), Certified Customer Service Professional (CCSP), Corporate Trainer Certified (CTC), and Modern Classroom Certified Trainer (MCCT). Mark is a learning leader who applies what he learns to continuously add value to his team while also implementing proven teaching methods to improve retention while taking calls, effective coaching, engaging agents for increased productivity, and leading...

In this episode Emre Tekoglu, VP of Support with Zywave, and shares how the Customer Support World is Transforming Emre recently joined Zywave as their VP, Customer support from Salesforce, where he served as a senior support leader. Prior, he served in both support leadership, consulting and business analyst roles over his 18 year career history. He is an avid reader and learner and has been a guest lecturer at Universities nationally and internationally on various topics including...

In This Episode, We discuss why an AI Adoption Study is important to Contact Center Leaders with our Guest: Owen McGrath, Head of Sales for IV.ai. With Conversational AI continuing to grab headlines in the Contact Center world, many of us are left asking, “what’s real and what’s hype?” and “What works and what doesn’t?” We will discuss how you can be a part of this global scale study. Please reach out to: [email protected]

Jennifer Waite has been in the customer experience and contact center industry for the past 30 years, focused on defining and implementing market strategies to support cloud contact center solutions market position, market segmentation, launch plans, and messaging. As a recognized leader in the industry, Jen has led customer advisory boards and serves as the co-president of the NY Metro chapter for the Professional Association for Customer Engagement (PACE). Her entrance into the contact...

Jason Cutter, CEO of Cutter Consulting Group, is an author, podcaster and sees himself as a sales success architect for companies and individuals. Even though he didn’t have a sales upbringing or background (his bachelor’s degree is in Marine Biology), he knows what it takes to be successful in sales. His first book – Selling With Authentic Persuasion: Transform from Order Taker to Quota Breaker - is focused on helping anyone in a sales professional. Contact:...

Blair Stevenson. Founder of BravaTrak. Sales Leadership Specialist Over 20 years’ experience assisting companies to increase revenue and achieve their sales growth targets. Degree in Psychology. Applies behavioral science principles to enhance sales leadership in contact centers and inside sales teams. Author of ‘Game On 2nd Ed: How to create a world-class coaching culture so you boost engagement and drive results.’ It is available on Amazon here: https://tinyurl.com/4ufwps4a You can...

Jim is the Chief Customer Officer – Etech Global Services Jim is a 33-year veteran of the call center/BPO industry with an impeccable track record of innovation and advanced business intelligence. Due to his level of expertise, Jim has been featured in numerous publications, including CIO Review, Contact Center Pipeline, Connections Magazine, and was also listed as one of the ‘Top 20 Influential People to Follow’ on Twitter by “Iwantitnow.”

John Kelly, CRO with SupportLogic discusses why Protecting Existing Customer Revenue is Vital to Growth and Success. Customer Support doesn't have to Suck if you can focus in on the right customer lens.

Andrew Bird is passionate about developing and implementing innovative products and strategies that drive market expansion and brings transformative technology to life. He possesses nearly 22 years of experience encompassing Product Management, Software Development, Product Marketing, SaaS, CCaaS, Business Development and Analytics. He is currently is VP of Product at Concentrix. Andrew understands the value and importance of quality software as well having a strong business acumen.

Vince Lynch is CEO of IV.AI and Owen McGrath, Head of US Sales discuss The AI Platform for quickly fixing hard business problems using Natural Language Processing. The IV.AI platform is used by industry leading companies including Netflix, Samsung, Disney, Walmart, Capital One, Estée Lauder, BT, and Toyota. Vince and Owen have worked in the AI space for ten years. Vince was host of the AI Review and writes about best practices, managing bias, and deploying ethical AI for TechCrunch, Inc,...

Paul currently leads the technical service department for his division at LG Electronics. He will discuss the value of Lean Operations in a contact center environment and how it can significantly improve operational efficiencies.

We discuss ways of engaging contract to hire staff in a touch contact center labor market. Managing Director of Customer Care for Best Western Hotels and Resorts. He has been in his current role for the past 6 years and with Best Western for 10 years. He has held a Contact Center leadership role for the past 22 years and have been in Contact Center sales/service for 28 years.

Darren Prine & Rob Enslow with Cloud Tech Gurus discuss the issues with the current state of sourcing new contact center technology versus an easier, more efficient, and modern way to source new tech. Saving you Time and Money!