Learn how one call center reduced abandon rates by 62%, and seized the opportunity to not only improve CSat, but increase employee morale as well.

1. HOW TO LOWER ABANDON
RATES AND IMPROVE THE CX
WITH ONE SOLUTION
@fonolo #CallCenter

2. CUSTOMER EXPECTATIONS
ARE VERY HIGH

3. Say companies need to put
more work into providing a
seamless experience.
Source: Zendesk
87%

4. 76%
say “just ONE
unpleasant contact
center experience is
likely to make me
take my business
elsewhere.”
Source: YouGov

5. SOCIAL MEDIA AMPLIFIES
HIGH EXPECTATIONS!

6. 35%
of inquiries that
begin through
other channels
eventually
escalate to voice.

7. TWEET VENTING!
Source: onholdwith.com

8. THE MAIN FOCUS OF THE
CONTACT CENTER MUST BE ON THE
CUSTOMER EXPERIENCE

9. Source: Consumer Reports
Scale 0-10, with 10 being the most annoying.
WHAT CUSTOMER SERVICE PROBLEMS
CAUSE THE MOST FRUSTRATION?

10. WHY CALL-BACKS
 Lower Abandonment
 Smooth Out Call Spikes
 Shorten Handle Times
 Improve the Experience
75%
Say call-backs are “highly desirable”
43%
Average reduction in abandoned calls

11. October 5, 2017
2:00 PM ET / 11:00 AM PT
Register Now
HOW TO LOWER ABANDON RATES AND
IMPROVE THE CX WITH ONE SOLUTION