Webinar: How a Call Center Improved CSAT Levels and Abandon Rates

Webinar: How a Call Center Improved CSAT Levels and Abandon RatesIf you work in the world of call center or customer service, you are undoubtedly very familiar with the Customer Service Satisfaction Rating, or CSAT, as it’s commonly abbreviated. You’re also very well versed in understanding abandon rates and how they negatively affect your call center’s performance.

Like many contact centers, you may struggle with how to create a better customer experience when pushing agents to handle more calls, while making reductions in staff. Improving your CSAT Rating doesn’t occur over night – it requires a fundamental focus on how your contact center interacts with customers.

How can you increase efficiency, drive down costs, and improve customer service at the same time?

In this one hour webinar you’ll learn one proven method that can change your approach to customer service and is guaranteed to improve the customer experience. You’ll hear from guest speaker Jeannie Sugaoka, Senior Vice President of Support Services, at Tech CU (Technology Credit Union), who will talk about how her company reduced abandon rates by 37% and seized the opportunity to offer a great customer experience.

Join us on September 11th, at 2:00 PM ET / 11:00 AM PT for a live webinar and the opportunity to get all your questions answered!

We talk about:

  • Consumer Expectations
  • Improving Customer Satisfaction Levels
  • Lowering Abandon RatesWatch Now
  • The Future of the Call Center
  • Plus so Much More!

Who should watch:

  • VPs & Directors of Customer Service
  • VPs & Directors of Contact Centers
  • VPs & Directors of Web/Social Media
  • VPs & Directors of Customer Experience

Jeannie Sugaoka Jeannie Sugaoka, Senior VP of Support Services, Tech CU

Sugaoka joined Tech CU in 1992 as Member Services Operations Manager, with subsequent promotions to Central Operations Manager and Vice President of Project Management, prior to taking on her current role.  She oversees 32 employees and all regulatory and daily operations, including the Contact and Lending Call Centers, Central Operations, and Cash Management functions.


Shai Berger

Shai Berger, CEO, Fonolo

Shai is responsible for setting the company’s strategic direction. His experience and accomplishments within the customer service and contact center industries have positioned him as a thought leader and innovator in the space.