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Connecting your Call Center to the Smartphone Revolution Thursday, February 28, 2013 02:00 PM EST / 11:00 AM PST With smartphone penetration surpassing the 50% mark within the US, it's safe to say that these addictive devices have become an integral part of our everyday lives. Universally employed for both personal and professional purposes, they have quickly become a key channel for how we communicate with one another – and the companies we do business with. The proliferation of smartphones is impacting customer service in two ways: 1) An increasing number of companies are releasing mobile apps as an extension of their customer service processes and 2) More and more consumers are using a smartphone when calling into a call center. Mark Edelman, a top executive from a US credit union, will join us to talk about how his company seized this opportunity to offer a great customer service experience. Mark will explain how they enhanced their mobile app with Fonolo so that their members can connect to call center agents with one click – eliminating phone menus and waiting on hold. We will also share industry statistics and examples illustrating the impact smartphones have had on call centers and how your organization can tap into this new technology to better service your customers. Special bonus for attendees: All attendees will receive a copy of Fonolo's white paper, “Connecting your Call Center to the Smartphone Revolution”. This paper covers the information you need to ensure that your company's mobile app reduces call center costs and enhances customer interaction. WHAT ATTENDEES WILL LEARN:
WHO SHOULD ATTEND:
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Presenters
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Moderator
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Shai Berger
Mark Edelman
Tony Rizzo |