Speaker Series - Customer Service Centers Explained

Call Centers Explained

Ever Been Stuck in Call Center "Hell"?

Couldn't Speak to an Agent?

Felt Like You Were Going in Circles?

Get the Answers 

MCA Member Rob Brown

(Registration Opens Nov. 30)

Hear from an industry insider how call centers are designed and work. Get answers to questions we all have:

• Do they really take calls in the order received?
• Do they use Artificial Intelligence?
• Why is it so hard to get to a live person?
• If I have them call me back, will I keep my place in line?
• What is their objective? Do they care what I want?

Rob Brown:

Rob worked for AT&T (Bell System), designing and implementing Service  Centers for AOL and Time Warner Cable, among others. Upon retiring from AT&T, Rob went to work for Citibank, where he had responsibility for voice and chat technology in Citi's Treasury organization. Rob will provide a "behind the curtain" view of the technology and business strategy within modern service centers.