4 ways to turn your call center into an omni-channel workhorse

4 Ways to Turn Your Call CenterInto an Omni-Channel

Workhorse

#omnichannel@fonolo

Today’s Speakers:Shai Berger, Co-Founder and CEO, Fonolo

As a leader, innovator, and thought leader, Shai Berger is on a clear mission to educate the call center industry on how to improve the customer experience.

Maudree Gardfrey, VP of Business Development, PACE

With nearly two decades of leadership experience, Maudree is a highly accomplished professional in telemarketing regulatory and the contact center compliance industry.

"Multi” means “many,” and “omni” means “all.” Both terms represent visions of the customer care Promised Land. “Multi-

channel” feels more modest and doable. Even when taking “cross-channel” interactions into account, it puts constraints on modes of communications that are supported: phone, face2face, text, Web

“clicks” and so on. Omni-channel is more provocative and perhaps aspirational because it hints at “omnipresence” and “omnipotence”

– which are attributes each individual customer would welcome gladly.

Dan Miller, Senior Analyst,

Opus Research, Inc.

Say companies need to put more work into providing a seamless experience.

Source: Zendesk

87%

can track a customer journey that spans multiple channels.

36%just

Source: Consumer Reports

What customer service problems cause the most frustration?

Scale 0-10, with 10 being the most annoying.

35% of inquiries that begin

through other channels

eventually escalate to

voice.

Social media AMPLIFIES the impact of high expectations!

“…those who get cloud right are in the best position to deliver the seamless customer experience people not only want, but which they expect. An experience which focuses on their needs and puts the tools into their hands so they can save, or spend, as much time as they desire.”  

- Brian Butte, Network World

Cloud: The Engine of the Omni-Channel Customer Experience

A real-life phone interview

March 23rd, 2017 2:00 PM ET / 11:00 AM PT

Register Now!

Register for this free webinar to join the live Q&A.