Contact centers are under increasing pressure to become profit centers and leverage new channels of engaging customers. Live chat is growing in use--especially among millennial customers--and chat communications can be optimized using machine learning in order to improve engagement, reduce cost and grow sales.
Air Date: Friday, Dec. 21, 2018 - 10:00AM PT / 1:00PM ET
Host: Bruce Belfiore, CEO & Senior Research Analyst, BenchmarkPortal
Guest: Tony Medrano | CEO of RapportBoost
Season: 9, Episode Number: 12
Guest: Tony Medrano | RapportBoost
Tony Medrano is the CEO RapportBoost, the leading chat analytics platform brands use to boost sales and other key metrics. RapportBoost's easy-to-use platform augments agent performance by utilizing machine learning to help agents have the best conversations with their customers. Tony received his MBA and JD from Stanford, M.A. from Columbia and B.A. from Harvard.
Bruce Belfiore is a frequent speaker at industry events in the United States and abroad. Bruce is Chancellor of the College of Call Center Excellence, which provides certificated courses to call center professionals, and has taught the course “Call Center Management” at Purdue University. He is the author of the book Benchmarking At Its Best for Contact Centers and has written numerous research papers and best practices studies focused on contact center topics. He is a consultant to call centers in a wide variety of industries seeking to improve their results, and is noted for helping to calculate the financial impact of proposed changes. Bruce holds Bachelors, JD and MBA degrees from Harvard University.
CallTalk is a monthly internet radio program for the customer service industry featuring the most innovative managers and thought leaders in the customer contact field, interviewed by BenchmarkPortal CEO, Bruce Belfiore. Broadcast monthly, directly over the Internet to your desktop, CallTalk covers hot topics that impact today's call center. CallTalk airs without the participation of vendors so that topics will be free from their influence and guided by the needs of its listeners. If you have a topic you would like us to cover, send it to CallTalk@BenchmarkPortal.com.