In this one hour webinar you’ll learn how to better manage customer interactions to improve perception, sales, and loyalty.

1. 3 Ways to Make Your Call Center3 Ways to Make Your Call Center
thethe StarStar of Your Brandof Your Brand
Apr. 25, 2013Apr. 25, 2013
2:00 PM EDT2:00 PM EDT
Shai BergerShai Berger
Co-Founder & CEO,Co-Founder & CEO,
FonoloFonolo
Nathanael SidmoreNathanael Sidmore
Web Analyst,Web Analyst,
World Travel HoldingsWorld Travel Holdings

2. 2
•Q: What does that mean for live agent
conversations?
•A: They are more
important than ever!
It’s a Multi-channel World

3. Simple Inquiry
What’s my balance?
Where is my shipment?
Complex Inquiry
I want to return a product.
I need product assistance.
Difficult Inquiry
I have a complaint.
I have a charge to dispute.
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
Live Agent
Face-to-Face
Web / Email
Online Chat
Automated
Voice
Social Media
Text Message
Web
strongly
preferred
Phone
strongly
preferred
The Full Picture
16%
38%
46%

4. 4
Customers prefer the phone for
non-simple inquiries, but dread the
call center experience.
The BIG Problem

5. Waiting on Hold (17%)
Phone Menus (12%)
Repeating Information (42%)
What Frustrates People Most?
Source: Clickfox survey, 2011

6. Waiting on Hold
Phone Menus
Repeating Information
These
are
fixable!
Source: Clickfox survey, 2011

7. 7
Call-back software that enhances the caller
experience by eliminating the most common
call center complaints.
1. Waiting on hold
2. Phone menus
3. Repeating information

8. 8
•The Ultimate Call Center Experience
Remove the pain…
Waiting on
hold
Repeating
Information
Phone
Menus
on all channels…
Web Inbound call Mobile
with any call center…
Premise Cloud Outsourced

9. 9
Works with the call
center you have today.
(and the one you’ll have tomorrow)

10. • World's leading
cruise agency
• Over 30 brands,
including Cruises.com
• Call center handles
2M calls/yr
Case StudyCase Study

11. • Cruise bookings are a
complex sale
• Many transactions start
on the web, but finish
with a live agent
• Adapt to preferences of
changing demographics
ChallengesChallenges

12. RequirementsRequirements
• Offer a smooth transition
from web to agent, while
maintaining context
• Minimal effort in
implementation
• Low cost

13. • Visual IVR maps to
existing phone
menu options
• Matches look-and-
feel of the site
• No changes to the
call center
Visual InterfaceVisual Interface

14. Adding Fonolo to the WebsiteAdding Fonolo to the Website
A few lines of HTML is all it takes to
embed the widget.

15. Amazing ResultsAmazing Results
To see the rest…
Register for this FREE webinar.
Apr 25, 2013
2:00 PM EDT