Delivering a superior customer experience is a top priority for most contact centers and service organizations. In this one hour webinar you’ll gain an extensive understanding of the trends affecting the customer experience.

1. Top 5 Customer Experience Trends
for 2013
Shai Berger
Co-Founder & CEO
Fonolo
Sept 26, 2013
2:00 PM EDT

2. The Appeal of Self-Service

3. 3
Q: What does that mean for live
agent conversations?
A: They are more
important than ever!
It’s a Multi-Channel World

4. of customers
have ditched
a company
because
of poor telephone
customer service.
Source:
www.callcenterhelper.com
60%

5. Mobile is a Must-Have

6. US Smartphone Penetration
Feature Phones
Smartphones
50%

7. Social Media Adds Pressure
Source: April 2010 study by ROI Research
Share opinions
about
companies or
products
33%

8. A real-life phone interview
Call-Back Software
for the Call Center

9. Consumers who think the
option of a call-back is “highly
appealing”.
- Forrester

10. Deployment in days
Works with equipment
from any vendor
Cloud =
Why Fonolo?
Affordable (starts at $15k/yr)
Cost scales with usage
=
SaaS

11. Replace hold-time with a call-back
on all channels.
In-Call Rescue Mobile Rescue Web Rescue
Solutions

12. A real-life phone interview
Interested in seeing more?
Register for this free webinar to join
the live Q&A.
Sept 26, 2013
2:00 PM EDT