Connecting your Call Center to
the Smartphone Revolution

Thursday February 28, 2013 TIME: 2:00 PM ET/ 11:00 AM PT

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:
  • Smartphone adoption rates and the impact on call centers
  • How to use virtual queuing and visual IVR to replace hold-time with a call-back
  • Tools to enhance your mobile apps with click-to-call
  • Tips for lowering your handle times and improving the customer experience
  • Case study with an industry leader: How 1st United Services Credit Union seized this opportunity to offer a great customer service experience.

Who should attend:
  • VP’s & Directors of Customer Service
  • VP’s & Directors of Contact Centers
  • VP’s & Directors of Web/Social Media
Presenters:
Shai Berger
CEO, Fonolo

Shai Berger is the CEO and co-founder of Fonolo. Like most people, he really dislikes navigating phone menus and waiting on hold. In 2008, he and co-founder Jason Bigue decided to do something about it. They created Fonolo which is now shaking up the call center world and dragging it into the twenty-first century. Previously, Shai was co-founder and CEO of Streamcheck, which became the dominant system for measuring the delivery of online video. Streamcheck was acquired by Keynote Systems (NASDAQ: KEYN) in 2003. Shai was recently named one of the "Top 10 Influencers in VoIP" by Focus.com and, earlier, one of the "Most Influential People in Streaming" by Streaming Media Magazine. Shai has a degree in Engineering Physics from Queen's University and a Master's degree in Applied Science from the University of Toronto.

Mark Edelman
Vice President Member Services, 1st United Services Credit Union

With over 15 years of Call Center Management experience, Mark Edelman, Vice President, Member Contact at 1st United Services Credit Union is revolutionizing the way their customers connect with his call center. Mark's passion for customer satisfaction stems from his drive to improve internal processes while generating annual revenue growth. His keen aptitude to source and implement creative solutions further enables him to deliver superior customer experience at 1st United Services Credit Union. Tasked with sourcing, recommending and implementing new methods related to call center software and/or systems to improve service, Mark Edelman discovered Fonolo and is now using Fonolo - a call center solution - to eliminate hold time, increase employee productivity and deepen customer loyalty.

Moderator:
Tony Rizzo
TMCnet Senior Editor

Tony Rizzo joined TMCnet following a stint as the Editor in Chief of Mobile Enterprise, which he took on following an almost two year stretch on the mobile vendor side of the world. As Tony puts it, “Sometimes you have to cross the line and get your hands dirty in order to effectively and knowledgably communicate to end users and the enterprise what’s going on in the vendor community.” Before crossing the vendor line Tony spent five years as the Director of Mobile Research for research analyst firm The 451 Group. There he lived through both the early stages of enterprise mobility and the first steps of the enterprise mobility consumerization phenomenon following the release of the original iPhone.

Prior to his jump into mobility Tony served as the Editor in Chief of Internet World, as the Editorial Director of an Ernst & Young Financial Services Web Advisory project, as a publishing consultant for CMP Media, as the Editor in Chief of NetGuide (the first Internet magazine), as a founding editor and Editor of Network Computing Magazine, and as the founding Technical Editor of Microsoft Systems Journal (as a very early employee of Microsoft back in the days of OS/2).

Prior to his business technology publishing adventures Tony was at New York University, where he developed extensive technology training programs ranging from mainframes to the early years of C, Unix and PCs. He has owned an original IBM PC, an Apple II and a BlackBerry circa 2000, and wonders to this day why he didn’t hold on to any of them. He is also proud to admit that he was a pioneering user of email back when the Internet was known as Arpanet during his NYU days.

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