How ESPN Approaches Customer Service Innovation.

On this webinar Micah Citti, customer service operations manager at ESPN, will share insights into how ESPN manages its customer service operation. On the webinar you’ll learn:

  • How ESPN has built out its CX tech stack and leverages tools like Zendesk and Stella Connect

  • How these tools are used to delight customers and empower agents

  • How ESPN approaches coaching, QA and agent engagement

  • How ESPN effectively manages its outsourced team to ensure quality and brand consistency

  • Strategies that ESPN employs to make things right with customers after subpar interactions

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Your Speaker

Micah Citti has been with ESPN for more than 13 years, during which time he has helped build and coach the customer service team, as well as manage outsourced vendors and build out the company’s CX tech stack.

Micah is passionate about customer service and employee development initiatives. He has more than 25 years of experience positively impacting revenue, customer satisfaction, productivity, and operational efficiencies.

About ESPN

ESPN, Inc. reaches sports fans in over 200 countries and territories across all seven continents, in 5 languages.

ESPN business entities include 32 television networks, 13 websites, 90+ broadband networks, 7 radio properties, print, mobile, consumer products, and event management.

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About Stella Connect

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Stella Connect is a software platform that increases agent happiness and supercharges contact center coaching and QA.

Our unique, agent-focused approach will let you unlock the full potential of your service team in an exciting and completely measurable way.

About Zendesk

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The best customer experiences are built with Zendesk. Our customer service and engagement products are powerful and flexible, and scale to meet the needs of any business.

Zendesk serves businesses across hundreds of industries, with more than 125,000 paid customer accounts offering service and support in over 30 languages.

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