Shai Berger's Presentation at Emerging Communication Conference & Awards 2010 America
Upcoming SlideShare
Loading in...5
×
 

Shai Berger's Presentation at Emerging Communication Conference & Awards 2010 America

on

  • 1,077 views

Please see corresponding blog http://blog.eComm.ec

Please see corresponding blog http://blog.eComm.ec

Statistics

Views

Total Views
1,077
Views on SlideShare
977
Embed Views
100

Actions

Likes
0
Downloads
11
Comments
0

7 Embeds 100

http://blog.ecomm.ec 69
http://www.slideshare.net 20
http://feeds.feedburner.com 4
url_unknown 4
http://ecomm.ec 1
http://ecomm.ec 1
https://twitter.com 1
More...

Accessibility

Categories

Upload Details

Uploaded via as Microsoft PowerPoint

Usage Rights

CC Attribution-NonCommercial-ShareAlike LicenseCC Attribution-NonCommercial-ShareAlike LicenseCC Attribution-NonCommercial-ShareAlike License

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Processing…
Post Comment
Edit your comment

    Shai Berger's Presentation at Emerging Communication Conference & Awards 2010 America Shai Berger's Presentation at Emerging Communication Conference & Awards 2010 America Presentation Transcript

    •  
    • Customer Experience in the Call Center: Can the Leaks in the Pipeline be Fixed? Shai Berger CEO
    • 2008: Fonolo.com A free service for consumers that eases phone menu frustration
      • 2009: The bigger picture
      • Phone menu frustration is part of a larger failure by the call center industry to deliver a good experience.
      • This failure is costing companies a lot of money.
      • Companies are eager to fix these problems but are powerless to do so.
      • The Call Center Pipeline
      00:28 Call starts Navigating 2:45 Waiting on hold 00:25 Agent answers Exchanging info 02:13 Call ends Total time: 5:51 Discussing with agent
      • Navigating
      • The job of the IVR is to get callers to right type of agent.
      • Misnavigation is the result when IVR fails.
      • 30% misnav rates are common
      • Misnav adds cost to the call
      Navigating Waiting on hold Exchanging info Discussing with agent
      • Queuing
      • Waiting on hold is lose-lose.
      • Customer frustration grows
      • and company spends money on 1-800 fees.
      Navigating Waiting on hold Exchanging info Discussing with agent
      • Info exchange
      • The dial-pad is not a good data entry device
      • The data pass-through problem
      • The biggest leak of all!
      Navigating Waiting on hold Exchanging info Discussing with agent
      • Why do these flaws persist?
      Big revelation: It ’s not a technology problem. It’s a systemic problem with the call center ecosystem.
      • The road blocks to call center innovation
      • Proprietary hw/sw, no open standards
      • Call centers are long-lived  Rarely uni-vendor
      • Call centers are mission critical  very conservative operating principals
      • Organizational silos
      • Outsourcing
      • The net result…
      Call Center
      • 2010: Fonolo for Enterprise
      Makes it easy for large companies to improve the customer calling experience, by adding intelligent web and mobile interfaces to their existing phone menu.
      • Fonolo in action…
      The Fonolo Visual Interface
    • Buttons “Deep Dial” to the IVR The existing phone menu
    • Virtual Queuing Callers can wait for the call-back or schedule a time in the future for the call.
      • Fonolo on the smart phone
      Fonolo functionality can be integrated with a smart phone app using our API. Provides a unified interface to the call center on both web and mobile.
      • Collect info before the call
      Using the better input capabilities of the smart phone or browser makes info entry more pleasant for the caller. This can reduce average call duration by a large factor.
    • Admin system
    • New paradigm of control
      • On the left: The existing IVR as captured by Fonolo.
      • Create a new call button by dragging any node on the left to the right.
      • Changes appear real-time on the web widget and mobile interface.
      Incredible control over the calling experience through a dead-simple web interface.
    • The Fonolo solution
      • Improves the experience, lowers cost through:
        • Visual navigation
        • Virtual queuing
        • Pre-call info collection
      • Allows new business processes through real-time control of the call center interface
      • Unified UI on the smart phone and web
      • Lives in the cloud, independent of the call center
      • Thank you!
      follow: @shaiberger email: shai@fonolo.com
    •