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3 Ways to Reboot Your Call Center
Dec. 6, 2012
2PM ET                           “With Fonolo, our Field Technicians
                                 get an immediate productivity
                                 boost, because they no longer have
                                 to wait on hold during client visits.”



                                     Kent Mcinall, Director Service
      Shai Berger                    Activation & Assurance
      Co-Founder & CEO, Fonolo       Allstream MTS
Kick Start 2013!

 Understand the problems, best practices and
 attainable solutions around:

  1. Brand Perception
  2. Customer Loyalty
  3. Employee Productivity
Brand Perception
 Eliminate major call center
       complaints and
  protect your reputation.
How Consumer Perception is Influenced




Source: Weber Shandwick
Why it matters most
 to the call center.
6/10
Customers have
ditched a
company
because its
telephone
customer service
has been so bad.
Provide your
 employees
with the tools
they need to
do their job.
60% of call
center workers
lack enthusiasm
Source: Avatar National Employee Engagement Study shows
3 Ways to Reboot Your Call Center

Problem                                      Solution

Negative Brand Perception   Attend the webinar common complaints
                                        Eliminate the most

                              to see the rest!
Low Customer Loyalty                         Rescue customers who are waiting on hold

                           December 6, 2012
Undesirable Employee Productivity       Call-back for Employee Support
                                  2:00PM ET

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3 Ways to Reboot Your Call Center - Fonolo Webinar Preview

  • 1. 3 Ways to Reboot Your Call Center Dec. 6, 2012 2PM ET “With Fonolo, our Field Technicians get an immediate productivity boost, because they no longer have to wait on hold during client visits.” Kent Mcinall, Director Service Shai Berger Activation & Assurance Co-Founder & CEO, Fonolo Allstream MTS
  • 2. Kick Start 2013! Understand the problems, best practices and attainable solutions around: 1. Brand Perception 2. Customer Loyalty 3. Employee Productivity
  • 3. Brand Perception Eliminate major call center complaints and protect your reputation.
  • 4. How Consumer Perception is Influenced Source: Weber Shandwick
  • 5. Why it matters most to the call center.
  • 6. 6/10 Customers have ditched a company because its telephone customer service has been so bad.
  • 7. Provide your employees with the tools they need to do their job.
  • 8. 60% of call center workers lack enthusiasm Source: Avatar National Employee Engagement Study shows
  • 9. 3 Ways to Reboot Your Call Center Problem Solution Negative Brand Perception Attend the webinar common complaints Eliminate the most to see the rest! Low Customer Loyalty Rescue customers who are waiting on hold December 6, 2012 Undesirable Employee Productivity Call-back for Employee Support 2:00PM ET

Editor's Notes

  1. Added this slides and highlighted the first three metrics (from the InRepWeTrust PDF)