Connecting your Call Center to the Smartphone Revolution

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In this one hour webinar you'll learn how smartphones have impacted call centers, as well as how your organization can easily tap into and deploy new technologies to better service your customers. You'll also hear from Mark Edelman, a top executive from a US credit union, who will talk about how his company seized the opportunity to offer a great customer service experience.

What we’ll discuss:
- Smartphone adoption rates and the impact on call centers
- How to use virtual queuing and visual IVR to replace hold-time with a call-back
- Tools to enhance your mobile apps with click-to-call
- Tips for lowering your handle times and improving the customer experience
- Case study with an industry leader, 1st United Services Credit Union

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Connecting your Call Center to the Smartphone Revolution

  1. 1. A Fonolo / TMC WebinarConnecting your Call Center to the Smartphone Revolution Feb 28, 2013 2PM EST Shai Berger Co-Founder & CEO, Fonolo Mark Edelman VP Member Services, 1st United Services Credit Union
  2. 2. We’ve reached a Tipping Point
  3. 3. Your call center Your mobile appHow do you connect them?
  4. 4. The WRONG way
  5. 5. The RIGHT wayMobile app for 1st United Services Credit Union
  6. 6. Today’s Case Study • $800m in assets • 46,000 members • 10 branches in California • 4 call centers, 9000 calls /mo
  7. 7. Adding Fonolo to their Mobile App • No changes to the call center • Easy to integrate • Immediate results
  8. 8. Benefits• No more waiting on hold• No more phone menus• Maintains context between app and voice conversation
  9. 9. Learn more!Watch this FREE webinar.

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