top 5 contact center trends for 2014
DESCRIPTION
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.TRANSCRIPT
Shai BergerCo-Founder & CEO Fonolo
Webinar: Top 5 Contact Center Trends for 2014
January 30, 20142:00 PM ET
In a Multi-Channel World, Voice is Still King
Simple InquiryWhat’s my balance?Where is my shipment?
Complex InquiryI want to return a product.I need product assistance.
Live Agent
Face-to-Face
Web / Email
Online Chat
Automated Voice
Social Media
Text Message
Live Agent
Face-to-Face
Web / Email
Online Chat
Automated Voice
Social Media
Text Message
For Complex Inquiries, People Want a Live Agent
More than double!
16%
38%
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 andWinds of Change
Cloud-Based Call Center Seats
Accelerating!
A real-life phone interview
Call-Back Software for the Call Center
In-Call Rescue
Give callers the option to receive a call-back when hold times are too long.
“Press 1 to get a call-back from the next agent.”
Replace hold-time with a call-back
on all channels.
In-Call Rescue Mobile Rescue Web Rescue
Deployment in days
Works with equipment from any vendor
Cloud =
Why Fonolo?
Affordable (starts at $15k/yr)
Cost scales with usage
=SaaS
Consumers who think the option of a call-back is
“highly appealing”.- Forrester
A real-life phone interview
Register for this free webinar to join the live Q&A.
Jan 30, 2013 2:00 PM ET
Register Now!