Live | October 16 - 19
Orlando | FL
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.
Check back frequently, information added daily!
Click on session titles for full session descriptions. All times noted are in EST.
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.