Video
MetLife's Chris Smith on Global Change Management
Christopher Smith, Executive VP and Head of Global Operations at MetLife, and speaker at the upcoming summit, explores empowering and rewarding employees in a multinational corporation via Model Offices, understanding how customers want to be serviced through primary customer research, standardizing the process with input from individual centers, and more, in this exclusive video interview.
Shai Berger Video Interview
Shai Berger, Co-Founder & CEO of Fonolo, discusses reducing hold & handle times, how technology enables customer service agents, and his Fonolo's deployment within industry companies, in this video interview, conducted on-site at Call Center Week 2015.
Interview with Diane Magers, AT&T Business Services Specialist
Diane Magers, Business Services Specialist at AT&T, and speaker the swiftly approaching summit, knows at thing or two about superior customer experience. She speaks about how to align the organization around the customer in order to be successful and how a toxic culture can poison a call center.