Channel options are diversifying and consumers are using more touch-points than ever before to interact with companies. In order for businesses to remain competitive, contact centers must optimize their cross-channel experiences.
Toronto, ON (PRWEB) March 14, 2017
Fonolo, the pioneer in cloud-based call-back solutions for the contact center, has announced its next webinar, “4 Ways to Turn Your Call Center into an Omni-Channel Workhorse”. The webinar will air on Thursday, March 23rd at 2PM ET / 11AM PT with customer engagement experts PACE, and Shai Berger, Co-Founder and CEO at Fonolo.
This year, a study by Harvard Business Review found that the more channels a customer uses, the more valuable they are to your business. However, 87% of customers say that brands need to put more effort into providing a seamless experience and, by 2020, the demand for omni-channel support will be amplified by the need for a nearly perfect execution.
“Channel options are diversifying and consumers are using more touch-points than ever before to interact with companies,” said Shai Berger, CEO, Fonolo. “In order for businesses to remain competitive, contact centers must optimize their cross-channel experiences.”
“PACE is grateful for the chance to collaborate with Fonolo on this webinar,” stated PACE SVP, Christine Haerich. “While PACE was founded on contact center operations, the technology that fuels these businesses has advanced greatly over the years. The digital transformation has forever changed the way in which our member companies engage their customers. We want to provide our members the opportunities to improve engagement with customers in every channel, while operating in compliance with all state and federal regulations.”
“We’re excited to join PACE for this webinar,” said Berger. “We pride ourselves on improving the customer experience by replacing hold time with a call-back, regardless of where the conversation begins. In this session we hope to provide contact center professionals with effective ways to develop an omni-channel engagement strategy.”
In this one-hour webinar call center professionals will learn how to distinguish between multi-channel and omni-channel, map the customer journey, prioritize the channel experience and much more. To register, please visit: 4 Ways to Turn Your Call Center into an Omni-Channel Workhorse.
Fonolo is the leading provider of cloud-based call-back solutions. The company’s innovative products improve the way call centers interact with their customers by seamlessly replacing hold time with a call-back. Regardless of where the conversation begins – on the web, mobile or by phone – Fonolo quickly and conveniently routes customers through the call center, connecting them to the right agent and eliminating hold time. A growing list of organizations trust Fonolo to improve the call center experience for their customers. Fonolo was named “Top Technology Provider” by the 2015 Call Center Week Awards.
To learn more about how Fonolo can help reduce abandonment rates, improve your customer experiences, and lower costs, visit fonolo.com.
The Professional Association for Customer Engagement (PACE) is the only non-profit trade organization dedicated exclusively to the advancement of companies that use an omni-channel approach to engaging their customers. These channels not only include primary contact centers, but digital channels like mobile, social media and the web. A core mission of PACE is dedicated to proactively balancing industry best practices with current regulatory standards around using these channels when contacting customers. Our membership is made up of Fortune 500 companies, contact centers and technology suppliers that enable companies to contact their customers based on their preferred method.