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Virtual Panel Session: Artificial Intelligence vs. On-Demand Customer Service

On August 4, join this virtual panel session for a debate on two transformative trends in customer service: AI and on demand. You’ll hear from colleagues and technology executives deploying these technologies and debate which one will deliver on its promise first. Join panelists Andy Yasutake, senior director of global technology solutions at LinkedIn, and Sean Rivers, director of operations […]

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Summer Kickoff Party Highlights

Directly and friends started the summer off in style with a party at the Waterbar in San Francisco. Customer service executives from across the country gathered for mindshare and some great fun!      

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Why 87% CSAT Isn’t Good Enough (and what this exec did about it)

For many companies 87% CSAT would be an acceptable metric, but that’s not the case for Republic Wireless. In his talk from Call Center Week, Director of Operations Technology Sean Rivers discusses techniques on how he was able to push CSAT even higher. Watch this video to learn how he did it and how you can […]

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