Webinar Top 5 Call Center Trends
•Download as PPTX, PDF•
0 likes•557 views
The top 3 call center trends for 2013 are: 1) Brand perception will be increasingly impacted by the role of mobility and social media as customers use these channels to share opinions and recommendations. 2) Social media will add pressure on call centers as customers use platforms like Twitter to discuss companies and products at least once a week. 3) Cloud computing adoption in call centers will continue growing, with 18% of call center seats projected to be in the cloud by the end of 2015.
Report
Share
Report
Share
Recommended
Attention: Adjusting to Declining Attention Spans
Brands must adapt to declining consumer attention spans in the digital age. A survey found that only 11% of respondents were likely to switch brands after general messaging, compared to 24% after local, personalized messaging. Additionally, creative such as posters and print headlines have decreased substantially in word count from 2010 to 2015. Only 49% of TV ads are now 30 seconds, showing brands must create more concise messaging to engage consumers with short attention spans.
Kicking up a ComMotion. Brand development conference, 2 July 2015.
Alex Batchelor, chief operating officer, Brainjuicer
Visit the CharityComms website to view slides from past events, see what events we have coming up and to check out what else we do: www.charitycomms.org.uk
SHARP-Infographic
Sharp conducted research in January 2014 with 2163 office workers across five European countries to learn about their experiences in meetings. The research was carried out by Research Now and included office workers from the UK, Germany, Netherlands, Sweden, and France. The findings showed that nearly one in ten workers admitted to falling asleep during a work presentation, one third had witnessed someone else nodding off, and 10% had sat through a presentation so dull they invented a reason to leave.
Alexis hankh com 103 uncertainty reduction tip
Berger's theory of uncertainty reduction applies to developed relationships as well as initial interactions, as uncertainties are ongoing in relationships. There are three antecedent conditions that lead to examining uncertainty in developed relationships: potential for reward/punishment, deviation from expectations, and anticipation of future interactions. While uncertainty reduction may be rewarding up to a point, completely predicting another's behavior could lead to boredom.
The Next Wave in Customer Service Technology
The challenges faced in customer experience are different today from even just a year ago. Customer expectations are lower than ever, but the satisfaction threshold is higher than ever. And with interactions spreading out over multiple modalities, including voice, chat, email Twitter and Facebook, customer service teams are becoming more fragmented. A technical exploration of how to keep pace with the trends in call center technology
Communication for Customer service
Course 2009-10. Communication and Customer service for Hospitality. 1st Term. Presntation, practices and answers.
Overview | Chicago AMA Presents Social Media - Beyond the Chaos
Chicago AMA presents Social Media - Beyond the Chaos with presentations from IBM, Motorola Mobility, Zocal Group, and, American Family Insurance. http://chicagoama.org/home
Social Media Beyond The Chaos Opening Remarks
Overview by dave Schneider, Director of the Digital SIG for the Chicago AMA and VP Marketing at the Apollo Group
Recommended
Attention: Adjusting to Declining Attention Spans
Brands must adapt to declining consumer attention spans in the digital age. A survey found that only 11% of respondents were likely to switch brands after general messaging, compared to 24% after local, personalized messaging. Additionally, creative such as posters and print headlines have decreased substantially in word count from 2010 to 2015. Only 49% of TV ads are now 30 seconds, showing brands must create more concise messaging to engage consumers with short attention spans.
Kicking up a ComMotion. Brand development conference, 2 July 2015.
Alex Batchelor, chief operating officer, Brainjuicer
Visit the CharityComms website to view slides from past events, see what events we have coming up and to check out what else we do: www.charitycomms.org.uk
SHARP-Infographic
Sharp conducted research in January 2014 with 2163 office workers across five European countries to learn about their experiences in meetings. The research was carried out by Research Now and included office workers from the UK, Germany, Netherlands, Sweden, and France. The findings showed that nearly one in ten workers admitted to falling asleep during a work presentation, one third had witnessed someone else nodding off, and 10% had sat through a presentation so dull they invented a reason to leave.
Alexis hankh com 103 uncertainty reduction tip
Berger's theory of uncertainty reduction applies to developed relationships as well as initial interactions, as uncertainties are ongoing in relationships. There are three antecedent conditions that lead to examining uncertainty in developed relationships: potential for reward/punishment, deviation from expectations, and anticipation of future interactions. While uncertainty reduction may be rewarding up to a point, completely predicting another's behavior could lead to boredom.
The Next Wave in Customer Service Technology
The challenges faced in customer experience are different today from even just a year ago. Customer expectations are lower than ever, but the satisfaction threshold is higher than ever. And with interactions spreading out over multiple modalities, including voice, chat, email Twitter and Facebook, customer service teams are becoming more fragmented. A technical exploration of how to keep pace with the trends in call center technology
Communication for Customer service
Course 2009-10. Communication and Customer service for Hospitality. 1st Term. Presntation, practices and answers.
Overview | Chicago AMA Presents Social Media - Beyond the Chaos
Chicago AMA presents Social Media - Beyond the Chaos with presentations from IBM, Motorola Mobility, Zocal Group, and, American Family Insurance. http://chicagoama.org/home
Social Media Beyond The Chaos Opening Remarks
Overview by dave Schneider, Director of the Digital SIG for the Chicago AMA and VP Marketing at the Apollo Group
Top 3 game changers in technology product management 042115
Top 3 trends the most competitive technology product managers are adopting right now!
Description: Product management and product marketing roles in technology companies as we know them today didn't even exist 15-20 years go. These are modern day professions.
Where is product management and product marketing going in the future? What are the product managers at the most innovative and financially successful companies doing that will not only set them apart but will leave their competitors in the dust?
This session will go into 3 short case studies to illustrate these emerging trends. Don't get left behind!
Quotes from Cannes Lions 2011
The document contains quotes from various speakers at Cannes Lions 2011 about trends in advertising, branding, and technology. Some key points from multiple speakers include:
- Advertising is moving from traditional formats to new forms of content marketing and brand storytelling across multiple platforms.
- Brands are focusing more on authenticity and purpose beyond just profit. Successful brands make people's lives better rather than being the most profitable.
- New technologies like mobile, social media, and tablets are transforming how consumers engage with brands and content. Television is becoming more interactive.
- Innovation is no longer limited to technology companies but is happening across many industries as new business models emerge. Collaboration between different fields is driving new ideas.
4. d2 platform google stephany van willigenburg
This document discusses the growth of mobile technology and provides best practices for mobile website design. It notes that mobile phones now have cameras, GPS, touchscreens and more. The number of mobile subscribers and smartphone sales are growing significantly. It then gives tips for mobile site design such as prioritizing content, using white space, having big buttons, and making conversions easy. Specific recommendations include stripping unnecessary content, using tabs and bullet points, isolating big buttons with spacing, and allowing for one-handed use.
HK D2 Amsterdam - Google Mobile
At the Hill&Knowlton Demystifying Digital event in Amsterdam on April 14 2011, Stephany van Willigenberg, Business Development Manager in Google, demonstrate the new technologies available in mobile through Android Smartphones
Addressing Top CEO Priorities through Social Media Marketing and Metrics
Presented at the August 21 2012 Business Marketing Association's Southern California Chapter meeting. The world is changing - becoming more social, even in traditionally conservative B2B. B2B marketing is maturing, with social leading to more measurable successes. But taking b2b social media marketing to the next level is easier than you might think. This presentation hopes to help you:
-- Understand how to better align social media marketing with key strategic initiatives
-- Learn how to focus on the social metrics that matter
-- See applicable examples of real b2b social media marketing benefits
These views are my own and do not represent those of my employer.
WHY Social Media
This presentation was used to present to volunteers for PSYBT (Prince's Scottish Youth Business Trust) in a webinar for 'Why social media' - check it out!
Who's Who in IoT by Onalytica - May 2022
The document provides an overview of influential voices and brands in the Internet of Things (IoT) industry. It begins with an explanation of Onalytica's methodology for identifying influencers and categorizing them. It then introduces various influencer categories including brand employees, experts, social amplifiers, industry leaders, event speakers, content creators, analysts, academics, and those focused on specific IoT subtopics. For each category, it lists examples of influential individuals and provides brief descriptions. The document concludes with information on IoT brands and resources.
Scholz & Friends Topic Tracker: Digital Pearl Fishing
The Scholz & Friends Strategy Group looks at the question: " How can we use online conversations to aid insight research?"
HR in Action: Navigating Turbulence - The Time is Now: How to Use AI to Maxim...
Rethink Artificial Intelligence. AI’s introduction into any job field comes with fears of human replacement and misalignment. For many leaders, it's hard to buy into this concept: how could a robot replace genuine human connection and emotional intelligence? While these fears are legitimate, they are getting in the way of a largely beneficial disruption.
Listen to the Market
This document discusses how product managers can use social media to gain market insights. It suggests listening to conversations on social media about one's product, competitors' products, and related topics. By finding patterns in what people say across various social media platforms, product managers can learn what customers think about their products and how to improve them. The document advocates developing a social media strategy to systematically gather these insights and make better products based on customer feedback.
Social Insights: Listen to the Voice of the Market
With all the noise around social media and the opportunities it affords organizations it can be daunting to figure out where to start. This session will focus on how to practically leverage social media in developing products and growing market share. Participants will walk away with 3 key takeaways which you can put in practice tomorrow to improve your understanding of buyers, your customers and the problems waiting to be solved.
The brand is dead, Long live the brand - Creating winning brands in the "Word...
We are living in a new era for brand-building. Digital technologies are making "Word of Mouth" more important than ever. In this presentation, find out about the implications of all of this change for your brand as well as some examples of how leading-edge brands are thriving under the new rules of branding.
Dilemma of pervasive connectivity
Consumer are pervasively connected to everyone and everything through the mobile device. It is brain draining, and a constant distraction; it is also enlightening and empowering. Here I present some Ogilvy research on how consumers use the mobile device while shopping to help decision making.
Customer Service | Engagement | Social Media
An overview presentation on using social media as a customer service channel. Presented at the ASMI two-day session on Customer Engagement Marketing (Jan. 29, 2010).
Dreamforce autodeskmarketing
Social media marketing is disrupting enterprises, as customers share more openly online. However, most companies are unprepared to engage in social conversations. While marketing has shifted to be more engaging and transparent through social media, companies struggle with fragmented conversations across multiple systems without unified data or effective measurement. The world's only unified social marketing platform can help companies turn insights into actions and connections into customers for life by avoiding silos and leveraging tools to engage customers throughout the product lifecycle.
Transforming Social Media Data into Actionable Business Intelligence
This document discusses how brands can transform social media data into actionable business intelligence. It recommends a 7-step process: 1) involve other organizational departments; 2) acquire social media monitoring tools; 3) start with simple analyses of brand mentions; 4) identify and engage influencers; 5) analyze competitor mentions; 6) analyze industry discussions; 7) continuously track, report, and refine analyses. The key is to let business needs drive the analysis and link social data with other sources. Social media is just one perspective that, when properly analyzed, can provide insights for measuring, understanding, and taking action.
A Survey of SM usage in the workplace - Preliminary Findings
The document summarizes the preliminary findings of a survey on social media (SM) usage in the workplace. It found that over 86% of respondents are using SM for work purposes, mainly networking sites and blogs/microblogs. While many companies have no formal policies for online business activities, most allow all staff access to SM. Respondents indicated SM is primarily used for marketing. The survey revealed little difference between public and private sector SM usage, though private sector uses more tools and microblogging. Intellectual property concerns were limited, focused on copyright. Marketing/communications departments most champion SM adoption.
Ces 2018 - Trends and Insights
This report summarizes key trends from CES 2018 and their implications for marketers. It discusses how AI will play an essential role in digital transformation through automating tasks and leveraging data. Voice is becoming a more common way for consumers to interact with technology like smart speakers and cars. Innovation in automobiles is shifting to electric vehicles and self-driving capabilities, changing the relationship between brands and consumers. The rise of augmented and virtual reality provides new opportunities for brands to engage consumers through digital content and experiences.
Trends & Insights
This report summarizes key trends from CES 2018 and their implications for marketers. It discusses how AI will play an essential role in digital transformation through automating tasks and leveraging data. Voice is becoming a more common way for consumers to interact with technology, unlocking new opportunities for brands. Innovation in automobiles, like electric vehicles and self-driving cars, will change the relationship between consumers and brands. The trends highlighted from CES 2018 that will most impact marketers include the growth of voice control across many devices, advances in augmented and virtual reality, and new ways for brands to utilize consumer data insights and blockchain technologies.
Marketo's Dialog Edition Product Demo (12/9/13)
The document appears to be a presentation about Marketo's Dialog Edition product. It provides an overview of the Dialog Edition, which allows companies to automate marketing campaigns, trigger campaigns in real-time, integrate multiple channels, and analyze results. Key features highlighted include automation, an engagement engine, email marketing, web activity tracking, social integration, triggers, scoring, dynamic content, and real-time reporting using customer profile and cross-channel behavior data. Pricing for the Dialog Edition starts at $2,995 per month for 100,000 known marketing contacts with no per-email fees. Additional add-ons are also available.
The Top 10 Worst Companies You Called in 2017
According to the 800,000 tweets analyzed, the company that customers complained about the most was Delta Airlines! See the complete list of offending companies.
How to Lower Abandon Rates and Improve the CX with One Solution
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.
More Related Content
Similar to Webinar Top 5 Call Center Trends
Top 3 game changers in technology product management 042115
Top 3 trends the most competitive technology product managers are adopting right now!
Description: Product management and product marketing roles in technology companies as we know them today didn't even exist 15-20 years go. These are modern day professions.
Where is product management and product marketing going in the future? What are the product managers at the most innovative and financially successful companies doing that will not only set them apart but will leave their competitors in the dust?
This session will go into 3 short case studies to illustrate these emerging trends. Don't get left behind!
Quotes from Cannes Lions 2011
The document contains quotes from various speakers at Cannes Lions 2011 about trends in advertising, branding, and technology. Some key points from multiple speakers include:
- Advertising is moving from traditional formats to new forms of content marketing and brand storytelling across multiple platforms.
- Brands are focusing more on authenticity and purpose beyond just profit. Successful brands make people's lives better rather than being the most profitable.
- New technologies like mobile, social media, and tablets are transforming how consumers engage with brands and content. Television is becoming more interactive.
- Innovation is no longer limited to technology companies but is happening across many industries as new business models emerge. Collaboration between different fields is driving new ideas.
4. d2 platform google stephany van willigenburg
This document discusses the growth of mobile technology and provides best practices for mobile website design. It notes that mobile phones now have cameras, GPS, touchscreens and more. The number of mobile subscribers and smartphone sales are growing significantly. It then gives tips for mobile site design such as prioritizing content, using white space, having big buttons, and making conversions easy. Specific recommendations include stripping unnecessary content, using tabs and bullet points, isolating big buttons with spacing, and allowing for one-handed use.
HK D2 Amsterdam - Google Mobile
At the Hill&Knowlton Demystifying Digital event in Amsterdam on April 14 2011, Stephany van Willigenberg, Business Development Manager in Google, demonstrate the new technologies available in mobile through Android Smartphones
Addressing Top CEO Priorities through Social Media Marketing and Metrics
Presented at the August 21 2012 Business Marketing Association's Southern California Chapter meeting. The world is changing - becoming more social, even in traditionally conservative B2B. B2B marketing is maturing, with social leading to more measurable successes. But taking b2b social media marketing to the next level is easier than you might think. This presentation hopes to help you:
-- Understand how to better align social media marketing with key strategic initiatives
-- Learn how to focus on the social metrics that matter
-- See applicable examples of real b2b social media marketing benefits
These views are my own and do not represent those of my employer.
WHY Social Media
This presentation was used to present to volunteers for PSYBT (Prince's Scottish Youth Business Trust) in a webinar for 'Why social media' - check it out!
Who's Who in IoT by Onalytica - May 2022
The document provides an overview of influential voices and brands in the Internet of Things (IoT) industry. It begins with an explanation of Onalytica's methodology for identifying influencers and categorizing them. It then introduces various influencer categories including brand employees, experts, social amplifiers, industry leaders, event speakers, content creators, analysts, academics, and those focused on specific IoT subtopics. For each category, it lists examples of influential individuals and provides brief descriptions. The document concludes with information on IoT brands and resources.
Scholz & Friends Topic Tracker: Digital Pearl Fishing
The Scholz & Friends Strategy Group looks at the question: " How can we use online conversations to aid insight research?"
HR in Action: Navigating Turbulence - The Time is Now: How to Use AI to Maxim...
Rethink Artificial Intelligence. AI’s introduction into any job field comes with fears of human replacement and misalignment. For many leaders, it's hard to buy into this concept: how could a robot replace genuine human connection and emotional intelligence? While these fears are legitimate, they are getting in the way of a largely beneficial disruption.
Listen to the Market
This document discusses how product managers can use social media to gain market insights. It suggests listening to conversations on social media about one's product, competitors' products, and related topics. By finding patterns in what people say across various social media platforms, product managers can learn what customers think about their products and how to improve them. The document advocates developing a social media strategy to systematically gather these insights and make better products based on customer feedback.
Social Insights: Listen to the Voice of the Market
With all the noise around social media and the opportunities it affords organizations it can be daunting to figure out where to start. This session will focus on how to practically leverage social media in developing products and growing market share. Participants will walk away with 3 key takeaways which you can put in practice tomorrow to improve your understanding of buyers, your customers and the problems waiting to be solved.
The brand is dead, Long live the brand - Creating winning brands in the "Word...
We are living in a new era for brand-building. Digital technologies are making "Word of Mouth" more important than ever. In this presentation, find out about the implications of all of this change for your brand as well as some examples of how leading-edge brands are thriving under the new rules of branding.
Dilemma of pervasive connectivity
Consumer are pervasively connected to everyone and everything through the mobile device. It is brain draining, and a constant distraction; it is also enlightening and empowering. Here I present some Ogilvy research on how consumers use the mobile device while shopping to help decision making.
Customer Service | Engagement | Social Media
An overview presentation on using social media as a customer service channel. Presented at the ASMI two-day session on Customer Engagement Marketing (Jan. 29, 2010).
Dreamforce autodeskmarketing
Social media marketing is disrupting enterprises, as customers share more openly online. However, most companies are unprepared to engage in social conversations. While marketing has shifted to be more engaging and transparent through social media, companies struggle with fragmented conversations across multiple systems without unified data or effective measurement. The world's only unified social marketing platform can help companies turn insights into actions and connections into customers for life by avoiding silos and leveraging tools to engage customers throughout the product lifecycle.
Transforming Social Media Data into Actionable Business Intelligence
This document discusses how brands can transform social media data into actionable business intelligence. It recommends a 7-step process: 1) involve other organizational departments; 2) acquire social media monitoring tools; 3) start with simple analyses of brand mentions; 4) identify and engage influencers; 5) analyze competitor mentions; 6) analyze industry discussions; 7) continuously track, report, and refine analyses. The key is to let business needs drive the analysis and link social data with other sources. Social media is just one perspective that, when properly analyzed, can provide insights for measuring, understanding, and taking action.
A Survey of SM usage in the workplace - Preliminary Findings
The document summarizes the preliminary findings of a survey on social media (SM) usage in the workplace. It found that over 86% of respondents are using SM for work purposes, mainly networking sites and blogs/microblogs. While many companies have no formal policies for online business activities, most allow all staff access to SM. Respondents indicated SM is primarily used for marketing. The survey revealed little difference between public and private sector SM usage, though private sector uses more tools and microblogging. Intellectual property concerns were limited, focused on copyright. Marketing/communications departments most champion SM adoption.
Ces 2018 - Trends and Insights
This report summarizes key trends from CES 2018 and their implications for marketers. It discusses how AI will play an essential role in digital transformation through automating tasks and leveraging data. Voice is becoming a more common way for consumers to interact with technology like smart speakers and cars. Innovation in automobiles is shifting to electric vehicles and self-driving capabilities, changing the relationship between brands and consumers. The rise of augmented and virtual reality provides new opportunities for brands to engage consumers through digital content and experiences.
Trends & Insights
This report summarizes key trends from CES 2018 and their implications for marketers. It discusses how AI will play an essential role in digital transformation through automating tasks and leveraging data. Voice is becoming a more common way for consumers to interact with technology, unlocking new opportunities for brands. Innovation in automobiles, like electric vehicles and self-driving cars, will change the relationship between consumers and brands. The trends highlighted from CES 2018 that will most impact marketers include the growth of voice control across many devices, advances in augmented and virtual reality, and new ways for brands to utilize consumer data insights and blockchain technologies.
Marketo's Dialog Edition Product Demo (12/9/13)
The document appears to be a presentation about Marketo's Dialog Edition product. It provides an overview of the Dialog Edition, which allows companies to automate marketing campaigns, trigger campaigns in real-time, integrate multiple channels, and analyze results. Key features highlighted include automation, an engagement engine, email marketing, web activity tracking, social integration, triggers, scoring, dynamic content, and real-time reporting using customer profile and cross-channel behavior data. Pricing for the Dialog Edition starts at $2,995 per month for 100,000 known marketing contacts with no per-email fees. Additional add-ons are also available.
Similar to Webinar Top 5 Call Center Trends (20)
Top 3 game changers in technology product management 042115
Top 3 game changers in technology product management 042115
Addressing Top CEO Priorities through Social Media Marketing and Metrics
Addressing Top CEO Priorities through Social Media Marketing and Metrics
Scholz & Friends Topic Tracker: Digital Pearl Fishing
Scholz & Friends Topic Tracker: Digital Pearl Fishing
HR in Action: Navigating Turbulence - The Time is Now: How to Use AI to Maxim...
HR in Action: Navigating Turbulence - The Time is Now: How to Use AI to Maxim...
Social Insights: Listen to the Voice of the Market
Social Insights: Listen to the Voice of the Market
The brand is dead, Long live the brand - Creating winning brands in the "Word...
The brand is dead, Long live the brand - Creating winning brands in the "Word...
Transforming Social Media Data into Actionable Business Intelligence
Transforming Social Media Data into Actionable Business Intelligence
A Survey of SM usage in the workplace - Preliminary Findings
A Survey of SM usage in the workplace - Preliminary Findings
More from Daniela Puzzo
The Top 10 Worst Companies You Called in 2017
According to the 800,000 tweets analyzed, the company that customers complained about the most was Delta Airlines! See the complete list of offending companies.
How to Lower Abandon Rates and Improve the CX with One Solution
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.
Can Apple Dominate the Chat-for-Commerce Space?
Apple is late to the game, but has unique advantages in terms of integration. Join our panel discussion to hear the experts examine Apple in the chat space.
Top Analysts Covering the Contact Center Industry
Our yearly roundup of the top analysts in the industry keeps call center professionals like you informed on the best influencers to follow.
Top Analysts Covering the Customer Experience for 2017
Congratulations to these 15 customer experience analysts who were selected because of their highly regarded knowledge of the space.
Top 5 customer experience trends for 2016
What trends will impact customer experience success for your business in the coming year? In this one hour webinar you’ll hear from Shai Berger, CEO of Fonolo, as he talks about the Top 5 Customer Experience Trends for 2016.
How a call center improved csat levels and abandon rates!
In this one hour webinar you’ll learn one proven method that can change your approach to customer service and is guaranteed to improve the customer experience. You’ll hear from guest speaker Jeannie Sugaoka, Senior Vice President of Support Services, at Technology Credit Union who will talk about how her company reduced abandon rates by 37% and seized the opportunity to offer a great customer experience.
How Implementing Call-Back Technology Improved Customer Loyalty
Implementing call-back technology through Fonolo's software solutions improved customer loyalty at 1st USCU by reducing wait times, lowering abandonment rates, and providing a better customer experience. Specifically, Fonolo's In-Call Rescue, Web Rescue, and Mobile Rescue solutions allowed 1st USCU to replace hold times with call-backs across all channels. This resulted in fewer abandoned calls, higher member satisfaction, and increased new loans totaling over $10 million. Agents and members provided positive feedback, praising the easy-to-use and more convenient call-back options.
4 trends to watch in 2014 multi channel customer service - preview
This document discusses 4 trends in customer service for 2014, including moving from reactive to proactive service delivery, better connecting with mobile customers, and mastering multi-channel customer service. It highlights the need to provide call-back options across channels to reduce wait times and abandonment rates. The document also promotes call-back software from Fonolo and Parature that integrates mobile apps and websites with call centers for a seamless customer experience.
How Implementing Call-Back Technology Improved Customer Loyalty
Your customers will never wait on hold again, regardless of where the conversation begins – web, mobile or inbound call. Learn how Fonolo can help you increase sales, lower handle times and create happier customers!
1st United Services Credit Union Selects Fonolo to Eliminate Hold Times for i...
In 2012, 1st USCU engaged Fonolo with the goal of improving the call center experience. Fonolo’s call-back solution eliminates hold time, frustrating phone menus, and having to repeat information to agents – the three most common call center complaints. The credit union deployed Fonolo across three channels – mobile, web, and inbound calls.
Social Media Stats
Customer service teams are increasingly using social media for external communication and customer management, with 41% indicating social media use in 2012 compared to 23% in 2011. A majority of customers use social media to vent frustrations or research companies, and most choose to do business with companies that have positive customer service experiences shared online. Customers who received follow-up on social media after posting their contact center experience reported nearly 20% higher satisfaction and were 15% more likely to recommend the company.
3 Ways Smartphones Will Change Call Centers Forever - Fonolo Webinar Preview
September 27, 2pm ET
The inevitable rise of the smartphone represents a tremendous opportunity for companies to improve the call center experience.
"Based on trailing average of six months' growth, 50% penetration will be reached by end of September 2012, though the trend is for accelerated adoption" - Asymco Report, ‘The US Smartphone landscape’
Now that a majority of US consumers are carrying these powerful devices in their pockets, the call center is adapting by:
• Replacing hold time with an intelligent call-back
• Enhancing the IVR with a visual interface
• Asking the right pre-call questions for faster call resolution
Consumers are welcoming these changes because they eliminate common frustrations with the call center experience. Companies are also welcoming these changes. (Well, at least the smart ones are.) Why? Because, in addition to improving the customer experience, companies are able to lower handle times and thus lower costs.
WE'LL TALK ABOUT HOW COMPANIES:
Adapted to their smartphone app and mobile site.
Integrated the smartphone into their call center.
Determined what kind of ROI to expect.
Don't miss out on this unique opportunity to learn how these companies took a leap of faith and launched their call center into the 21st century - via the smartphone.
How to Solve 3 Major Customer Service Complaints About Your Call Center
Learn how to eliminate what frustrates your callers the most: long hold times, phone menus, and repeating information.
How Call Centers are Being Reshaped by Smartphones, Social Media and Fed-Up...
This document summarizes a webinar about how call centers are being reshaped by smartphones, social media, and consumer expectations. It discusses three main flaws with traditional call center experiences: navigating phone menus, waiting on hold, and having to repeat information to agents. It then outlines how the growth of smartphones provides an opportunity to create visual interfaces that can help fix these issues. The webinar introduces Fonolo, a cloud-based solution that allows companies to embed intelligent calling features into their websites and apps to improve customer experiences while making call centers more efficient. Case studies show how Fonolo has helped companies like Sirius Radio, Optus, and RBC reduce call times and improve customer satisfaction.
More from Daniela Puzzo (15)
How to Lower Abandon Rates and Improve the CX with One Solution
How to Lower Abandon Rates and Improve the CX with One Solution
Top Analysts Covering the Customer Experience for 2017
Top Analysts Covering the Customer Experience for 2017
How a call center improved csat levels and abandon rates!
How a call center improved csat levels and abandon rates!
How Implementing Call-Back Technology Improved Customer Loyalty
How Implementing Call-Back Technology Improved Customer Loyalty
4 trends to watch in 2014 multi channel customer service - preview
4 trends to watch in 2014 multi channel customer service - preview
How Implementing Call-Back Technology Improved Customer Loyalty
How Implementing Call-Back Technology Improved Customer Loyalty
1st United Services Credit Union Selects Fonolo to Eliminate Hold Times for i...
1st United Services Credit Union Selects Fonolo to Eliminate Hold Times for i...
3 Ways Smartphones Will Change Call Centers Forever - Fonolo Webinar Preview
3 Ways Smartphones Will Change Call Centers Forever - Fonolo Webinar Preview
How to Solve 3 Major Customer Service Complaints About Your Call Center
How to Solve 3 Major Customer Service Complaints About Your Call Center
How Call Centers are Being Reshaped by Smartphones, Social Media and Fed-Up...
How Call Centers are Being Reshaped by Smartphones, Social Media and Fed-Up...
Recently uploaded
Choosing The Best AWS Service For Your Website + API.pptx
Have you ever been confused by the myriad of choices offered by AWS for hosting a website or an API?
Lambda, Elastic Beanstalk, Lightsail, Amplify, S3 (and more!) can each host websites + APIs. But which one should we choose?
Which one is cheapest? Which one is fastest? Which one will scale to meet our needs?
Join me in this session as we dive into each AWS hosting service to determine which one is best for your scenario and explain why!
HCL Notes and Domino License Cost Reduction in the World of DLAU
Webinar Recording: https://www.panagenda.com/webinars/hcl-notes-and-domino-license-cost-reduction-in-the-world-of-dlau/
The introduction of DLAU and the CCB & CCX licensing model caused quite a stir in the HCL community. As a Notes and Domino customer, you may have faced challenges with unexpected user counts and license costs. You probably have questions on how this new licensing approach works and how to benefit from it. Most importantly, you likely have budget constraints and want to save money where possible. Don’t worry, we can help with all of this!
We’ll show you how to fix common misconfigurations that cause higher-than-expected user counts, and how to identify accounts which you can deactivate to save money. There are also frequent patterns that can cause unnecessary cost, like using a person document instead of a mail-in for shared mailboxes. We’ll provide examples and solutions for those as well. And naturally we’ll explain the new licensing model.
Join HCL Ambassador Marc Thomas in this webinar with a special guest appearance from Franz Walder. It will give you the tools and know-how to stay on top of what is going on with Domino licensing. You will be able lower your cost through an optimized configuration and keep it low going forward.
These topics will be covered
- Reducing license cost by finding and fixing misconfigurations and superfluous accounts
- How do CCB and CCX licenses really work?
- Understanding the DLAU tool and how to best utilize it
- Tips for common problem areas, like team mailboxes, functional/test users, etc
- Practical examples and best practices to implement right away
Energy Efficient Video Encoding for Cloud and Edge Computing Instances
Energy Efficient Video Encoding for Cloud and Edge Computing Instances
Trusted Execution Environment for Decentralized Process Mining
Presentation of the paper "Trusted Execution Environment for Decentralized Process Mining" given during the CAiSE 2024 Conference in Cyprus on June 7, 2024.
Monitoring and Managing Anomaly Detection on OpenShift.pdf
Monitoring and Managing Anomaly Detection on OpenShift
Overview
Dive into the world of anomaly detection on edge devices with our comprehensive hands-on tutorial. This SlideShare presentation will guide you through the entire process, from data collection and model training to edge deployment and real-time monitoring. Perfect for those looking to implement robust anomaly detection systems on resource-constrained IoT/edge devices.
Key Topics Covered
1. Introduction to Anomaly Detection
- Understand the fundamentals of anomaly detection and its importance in identifying unusual behavior or failures in systems.
2. Understanding Edge (IoT)
- Learn about edge computing and IoT, and how they enable real-time data processing and decision-making at the source.
3. What is ArgoCD?
- Discover ArgoCD, a declarative, GitOps continuous delivery tool for Kubernetes, and its role in deploying applications on edge devices.
4. Deployment Using ArgoCD for Edge Devices
- Step-by-step guide on deploying anomaly detection models on edge devices using ArgoCD.
5. Introduction to Apache Kafka and S3
- Explore Apache Kafka for real-time data streaming and Amazon S3 for scalable storage solutions.
6. Viewing Kafka Messages in the Data Lake
- Learn how to view and analyze Kafka messages stored in a data lake for better insights.
7. What is Prometheus?
- Get to know Prometheus, an open-source monitoring and alerting toolkit, and its application in monitoring edge devices.
8. Monitoring Application Metrics with Prometheus
- Detailed instructions on setting up Prometheus to monitor the performance and health of your anomaly detection system.
9. What is Camel K?
- Introduction to Camel K, a lightweight integration framework built on Apache Camel, designed for Kubernetes.
10. Configuring Camel K Integrations for Data Pipelines
- Learn how to configure Camel K for seamless data pipeline integrations in your anomaly detection workflow.
11. What is a Jupyter Notebook?
- Overview of Jupyter Notebooks, an open-source web application for creating and sharing documents with live code, equations, visualizations, and narrative text.
12. Jupyter Notebooks with Code Examples
- Hands-on examples and code snippets in Jupyter Notebooks to help you implement and test anomaly detection models.
Driving Business Innovation: Latest Generative AI Advancements & Success Story
Are you ready to revolutionize how you handle data? Join us for a webinar where we’ll bring you up to speed with the latest advancements in Generative AI technology and discover how leveraging FME with tools from giants like Google Gemini, Amazon, and Microsoft OpenAI can supercharge your workflow efficiency.
During the hour, we’ll take you through:
Guest Speaker Segment with Hannah Barrington: Dive into the world of dynamic real estate marketing with Hannah, the Marketing Manager at Workspace Group. Hear firsthand how their team generates engaging descriptions for thousands of office units by integrating diverse data sources—from PDF floorplans to web pages—using FME transformers, like OpenAIVisionConnector and AnthropicVisionConnector. This use case will show you how GenAI can streamline content creation for marketing across the board.
Ollama Use Case: Learn how Scenario Specialist Dmitri Bagh has utilized Ollama within FME to input data, create custom models, and enhance security protocols. This segment will include demos to illustrate the full capabilities of FME in AI-driven processes.
Custom AI Models: Discover how to leverage FME to build personalized AI models using your data. Whether it’s populating a model with local data for added security or integrating public AI tools, find out how FME facilitates a versatile and secure approach to AI.
We’ll wrap up with a live Q&A session where you can engage with our experts on your specific use cases, and learn more about optimizing your data workflows with AI.
This webinar is ideal for professionals seeking to harness the power of AI within their data management systems while ensuring high levels of customization and security. Whether you're a novice or an expert, gain actionable insights and strategies to elevate your data processes. Join us to see how FME and AI can revolutionize how you work with data!
Skybuffer AI: Advanced Conversational and Generative AI Solution on SAP Busin...
Skybuffer AI, built on the robust SAP Business Technology Platform (SAP BTP), is the latest and most advanced version of our AI development, reaffirming our commitment to delivering top-tier AI solutions. Skybuffer AI harnesses all the innovative capabilities of the SAP BTP in the AI domain, from Conversational AI to cutting-edge Generative AI and Retrieval-Augmented Generation (RAG). It also helps SAP customers safeguard their investments into SAP Conversational AI and ensure a seamless, one-click transition to SAP Business AI.
With Skybuffer AI, various AI models can be integrated into a single communication channel such as Microsoft Teams. This integration empowers business users with insights drawn from SAP backend systems, enterprise documents, and the expansive knowledge of Generative AI. And the best part of it is that it is all managed through our intuitive no-code Action Server interface, requiring no extensive coding knowledge and making the advanced AI accessible to more users.
Dandelion Hashtable: beyond billion requests per second on a commodity server
This slide deck presents DLHT, a concurrent in-memory hashtable. Despite efforts to optimize hashtables, that go as far as sacrificing core functionality, state-of-the-art designs still incur multiple memory accesses per request and block request processing in three cases. First, most hashtables block while waiting for data to be retrieved from memory. Second, open-addressing designs, which represent the current state-of-the-art, either cannot free index slots on deletes or must block all requests to do so. Third, index resizes block every request until all objects are copied to the new index. Defying folklore wisdom, DLHT forgoes open-addressing and adopts a fully-featured and memory-aware closed-addressing design based on bounded cache-line-chaining. This design offers lock-free index operations and deletes that free slots instantly, (2) completes most requests with a single memory access, (3) utilizes software prefetching to hide memory latencies, and (4) employs a novel non-blocking and parallel resizing. In a commodity server and a memory-resident workload, DLHT surpasses 1.6B requests per second and provides 3.5x (12x) the throughput of the state-of-the-art closed-addressing (open-addressing) resizable hashtable on Gets (Deletes).
Presentation of the OECD Artificial Intelligence Review of Germany
Consult the full report at https://www.oecd.org/digital/oecd-artificial-intelligence-review-of-germany-609808d6-en.htm
Digital Marketing Trends in 2024 | Guide for Staying Ahead
https://www.wask.co/ebooks/digital-marketing-trends-in-2024
Feeling lost in the digital marketing whirlwind of 2024? Technology is changing, consumer habits are evolving, and staying ahead of the curve feels like a never-ending pursuit. This e-book is your compass. Dive into actionable insights to handle the complexities of modern marketing. From hyper-personalization to the power of user-generated content, learn how to build long-term relationships with your audience and unlock the secrets to success in the ever-shifting digital landscape.
Your One-Stop Shop for Python Success: Top 10 US Python Development Providers
Simplify your search for a reliable Python development partner! This list presents the top 10 trusted US providers offering comprehensive Python development services, ensuring your project's success from conception to completion.
Generating privacy-protected synthetic data using Secludy and Milvus
During this demo, the founders of Secludy will demonstrate how their system utilizes Milvus to store and manipulate embeddings for generating privacy-protected synthetic data. Their approach not only maintains the confidentiality of the original data but also enhances the utility and scalability of LLMs under privacy constraints. Attendees, including machine learning engineers, data scientists, and data managers, will witness first-hand how Secludy's integration with Milvus empowers organizations to harness the power of LLMs securely and efficiently.
Freshworks Rethinks NoSQL for Rapid Scaling & Cost-Efficiency
Freshworks creates AI-boosted business software that helps employees work more efficiently and effectively. Managing data across multiple RDBMS and NoSQL databases was already a challenge at their current scale. To prepare for 10X growth, they knew it was time to rethink their database strategy. Learn how they architected a solution that would simplify scaling while keeping costs under control.
5th LF Energy Power Grid Model Meet-up Slides
5th Power Grid Model Meet-up
It is with great pleasure that we extend to you an invitation to the 5th Power Grid Model Meet-up, scheduled for 6th June 2024. This event will adopt a hybrid format, allowing participants to join us either through an online Mircosoft Teams session or in person at TU/e located at Den Dolech 2, Eindhoven, Netherlands. The meet-up will be hosted by Eindhoven University of Technology (TU/e), a research university specializing in engineering science & technology.
Power Grid Model
The global energy transition is placing new and unprecedented demands on Distribution System Operators (DSOs). Alongside upgrades to grid capacity, processes such as digitization, capacity optimization, and congestion management are becoming vital for delivering reliable services.
Power Grid Model is an open source project from Linux Foundation Energy and provides a calculation engine that is increasingly essential for DSOs. It offers a standards-based foundation enabling real-time power systems analysis, simulations of electrical power grids, and sophisticated what-if analysis. In addition, it enables in-depth studies and analysis of the electrical power grid’s behavior and performance. This comprehensive model incorporates essential factors such as power generation capacity, electrical losses, voltage levels, power flows, and system stability.
Power Grid Model is currently being applied in a wide variety of use cases, including grid planning, expansion, reliability, and congestion studies. It can also help in analyzing the impact of renewable energy integration, assessing the effects of disturbances or faults, and developing strategies for grid control and optimization.
What to expect
For the upcoming meetup we are organizing, we have an exciting lineup of activities planned:
-Insightful presentations covering two practical applications of the Power Grid Model.
-An update on the latest advancements in Power Grid -Model technology during the first and second quarters of 2024.
-An interactive brainstorming session to discuss and propose new feature requests.
-An opportunity to connect with fellow Power Grid Model enthusiasts and users.
FREE A4 Cyber Security Awareness Posters-Social Engineering part 3
Free A4 downloadable and printable Cyber Security, Social Engineering Safety and security Training Posters . Promote security awareness in the home or workplace. Lock them Out From training providers datahops.com
GraphRAG for Life Science to increase LLM accuracy
GraphRAG for life science domain, where you retriever information from biomedical knowledge graphs using LLMs to increase the accuracy and performance of generated answers
Public CyberSecurity Awareness Presentation 2024.pptx
Cyber security awareness slides for a busisness by TreeTop Security
Let's Integrate MuleSoft RPA, COMPOSER, APM with AWS IDP along with Slack
Discover the seamless integration of RPA (Robotic Process Automation), COMPOSER, and APM with AWS IDP enhanced with Slack notifications. Explore how these technologies converge to streamline workflows, optimize performance, and ensure secure access, all while leveraging the power of AWS IDP and real-time communication via Slack notifications.
Building Production Ready Search Pipelines with Spark and Milvus
Spark is the widely used ETL tool for processing, indexing and ingesting data to serving stack for search. Milvus is the production-ready open-source vector database. In this talk we will show how to use Spark to process unstructured data to extract vector representations, and push the vectors to Milvus vector database for search serving.
Recently uploaded (20)
Choosing The Best AWS Service For Your Website + API.pptx
Choosing The Best AWS Service For Your Website + API.pptx
HCL Notes and Domino License Cost Reduction in the World of DLAU
HCL Notes and Domino License Cost Reduction in the World of DLAU
Energy Efficient Video Encoding for Cloud and Edge Computing Instances
Energy Efficient Video Encoding for Cloud and Edge Computing Instances
Trusted Execution Environment for Decentralized Process Mining
Trusted Execution Environment for Decentralized Process Mining
Monitoring and Managing Anomaly Detection on OpenShift.pdf
Monitoring and Managing Anomaly Detection on OpenShift.pdf
Driving Business Innovation: Latest Generative AI Advancements & Success Story
Driving Business Innovation: Latest Generative AI Advancements & Success Story
Skybuffer AI: Advanced Conversational and Generative AI Solution on SAP Busin...
Skybuffer AI: Advanced Conversational and Generative AI Solution on SAP Busin...
Dandelion Hashtable: beyond billion requests per second on a commodity server
Dandelion Hashtable: beyond billion requests per second on a commodity server
Presentation of the OECD Artificial Intelligence Review of Germany
Presentation of the OECD Artificial Intelligence Review of Germany
Digital Marketing Trends in 2024 | Guide for Staying Ahead
Digital Marketing Trends in 2024 | Guide for Staying Ahead
Your One-Stop Shop for Python Success: Top 10 US Python Development Providers
Your One-Stop Shop for Python Success: Top 10 US Python Development Providers
Generating privacy-protected synthetic data using Secludy and Milvus
Generating privacy-protected synthetic data using Secludy and Milvus
Freshworks Rethinks NoSQL for Rapid Scaling & Cost-Efficiency
Freshworks Rethinks NoSQL for Rapid Scaling & Cost-Efficiency
FREE A4 Cyber Security Awareness Posters-Social Engineering part 3
FREE A4 Cyber Security Awareness Posters-Social Engineering part 3
Deep Dive: AI-Powered Marketing to Get More Leads and Customers with HyperGro...
Deep Dive: AI-Powered Marketing to Get More Leads and Customers with HyperGro...
GraphRAG for Life Science to increase LLM accuracy
GraphRAG for Life Science to increase LLM accuracy
Public CyberSecurity Awareness Presentation 2024.pptx
Public CyberSecurity Awareness Presentation 2024.pptx
Let's Integrate MuleSoft RPA, COMPOSER, APM with AWS IDP along with Slack
Let's Integrate MuleSoft RPA, COMPOSER, APM with AWS IDP along with Slack
Building Production Ready Search Pipelines with Spark and Milvus
Building Production Ready Search Pipelines with Spark and Milvus
Webinar Top 5 Call Center Trends
- 1. Top 5 Call Center Trends for 2013 Jan. 31, 2013 2:00 PM ET Shai Berger Co-Founder & CEO Fonolo
- 2. The 2013 Call Center Landscape
- 3. Brand Perception The Role of Mobility
- 7. Brand Perception The Impact of Social Media
- 8. Social Media Adds Pressure At least once a week, active Twitter users will… 33% Share opinions about companies or products 32% Make recommendations 30% Ask for recommendations Source: April 2010 study by ROI Research 8
- 10. Brand Perception Call Centers in the Cloud
- 11. 18% of call center seats will be in the cloud by the end of 2008 2015 2015
- 13. Register for this FREE webinar to see the rest. January 31, 2013 2:00 PM ET