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ICMI's Contact Center Expo provides inspirational sessions that matter to you, with high-quality keynotes, 1-on-1 time with exhibitors, and multiple ways to connect with the contact center community.

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Digital Support: Zoom's Journey from Startup to Standout

Jeff Harling  (Head of Digital Support, Zoom)

Location: Hibiscus 2

Date: Thursday, October 19

Time: 12:45 pm - 1:30 pm

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass - Get your pass now!

Session Type: Lunch & Learn

Vault Recording: TBD


Zoom’s Head of Digital Support, Jeff Harling, has built the company’s CX operations from a modest support team to instantly resolving millions of support issues per month. Since Zoom began offering Conversational AI to customers via the Zoom website, they’ve experienced an incredible 94% self-service rate with their intelligent chatbot, raising CSAT scores—all while reducing costs. Jeff joins a CMP analyst for a fireside chat to hear how Zoom uses new technologies to reinvent support from the inside out.