In this practical session, Robert shows you how to deliver an enhanced customer experience with game changing results by transitioning from a phone-based to a web-based support model. He presents a logical approach for developing and executing the proper strategy for chat. This includes a methodology for using non-traditional, innovative metrics and processes to drive higher productivity from your workforce. He concludes with a discussion on how to measure and improve performance through the use of critical KPIs. From this session, you’ll gain the tools and a systematic framework that will help you get the most value out of your chat channel.
Robert Jew
Sr. Director of Business Services
Robert Jew, senior director of business services at Bomgar, has provided business solutions to over 80 contact centers at some of the most competitive and customer focused global 1000 companies throughout his career. He has developed processes, implemented best practices and world-class standards resulting in significant performance improvements for his clients, such as increased customer satisfaction, increased revenue, and reduced overall costs. Robert holds a B.S. in mechanical engineering from UCLA and an MBA from the UCLA Anderson School of Management.