Webinar: Top 5 Contact Center
Trends for 2014
January 30, 2014
2:00 PM ET

Shai Berger
Co-Founder & CEO
Fonolo
In a Multi-Channel World,
Voice is Still King
For Complex Inquiries, People Want a Live
Agent
16%
Simple Inquiry
What’s my balance?
Where is my shipment?

More
than
dou...
Channel Preferences
The Value of Metrics
Average Speed to Answer

ASA > 30 sec ?
Customer
satisfaction is in
danger!
First Call Resolution

Big
difference
between
channels!
The Cloud and
Winds of Change
Cloud-Based Call Center Seats
Accelerating!
Call-Back Software
for the Call Center
A real-life phone interview
In-Call Rescue
Give callers the
option to receive a
call-back when hold
times are too long.

“Press 1 to get a callback fr...
Replace hold-time with a call-back
on all channels.

In-Call Rescue

Mobile Rescue

Web Rescue
Why Fonolo?
Cloud

SaaS

=

=

Deployment in days

Works with equipment
from any vendor

Affordable (starts at $15k/yr)
Co...
Consumers who think the
option of a call-back is “highly
appealing”.
-

Forrester
Register for this free webinar to join
the live Q&A.
Jan 30, 2013
2:00 PM ET

Register Now!

A real-life phone interview
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Top 5 Contact Center Trends for 2014

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In this one hour webinar you’ll learn the top 5 hottest trends shaping the call center. You’ll also hear from Shai Berger, CEO at Fonolo.

Published in: Technology, Business
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Top 5 Contact Center Trends for 2014

  1. 1. Webinar: Top 5 Contact Center Trends for 2014 January 30, 2014 2:00 PM ET Shai Berger Co-Founder & CEO Fonolo
  2. 2. In a Multi-Channel World, Voice is Still King
  3. 3. For Complex Inquiries, People Want a Live Agent 16% Simple Inquiry What’s my balance? Where is my shipment? More than double! Live Agent Face-to-Face Web / Email Online Chat Automated Voice Social Media Text Message Complex Inquiry I want to return a product. I need product assistance. Live Agent Face-to-Face Web / Email Online Chat Automated Voice Social Media Text Message 38%
  4. 4. Channel Preferences
  5. 5. The Value of Metrics
  6. 6. Average Speed to Answer ASA > 30 sec ? Customer satisfaction is in danger!
  7. 7. First Call Resolution Big difference between channels!
  8. 8. The Cloud and Winds of Change
  9. 9. Cloud-Based Call Center Seats Accelerating!
  10. 10. Call-Back Software for the Call Center A real-life phone interview
  11. 11. In-Call Rescue Give callers the option to receive a call-back when hold times are too long. “Press 1 to get a callback from the next agent.”
  12. 12. Replace hold-time with a call-back on all channels. In-Call Rescue Mobile Rescue Web Rescue
  13. 13. Why Fonolo? Cloud SaaS = = Deployment in days Works with equipment from any vendor Affordable (starts at $15k/yr) Cost scales with usage
  14. 14. Consumers who think the option of a call-back is “highly appealing”. - Forrester
  15. 15. Register for this free webinar to join the live Q&A. Jan 30, 2013 2:00 PM ET Register Now! A real-life phone interview

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