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.

1. Webinar: Top 5 Contact Center
Trends for 2014
January 30, 2014
2:00 PM ET
Shai Berger
Co-Founder & CEO
Fonolo

2. In a Multi-Channel World,
Voice is Still King

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. Channel Preferences

5. The Value of Metrics

6. Average Speed to Answer
ASA > 30 sec ?
Customer
satisfaction is in
danger!

7. First Call Resolution
Big
difference
between
channels!

8. The Cloud and
Winds of Change

9. Cloud-Based Call Center Seats
Accelerating!

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

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

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

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

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