[Webinar] Best Practices for Improving Call Center Performance

Best Practices for Improving Call Center PerformanceImproving call center performance has always been an area of importance for credit unions. However, as the service industry grows with new technologies, it’s critical for professionals to see beyond the horizon. Aside from some of the traditional ways of boosting call center performance, what other methods can be employed?

In this one hour webinar you’ll learn how call-backs can improve contact center metrics and drive these results:

  • Lowering abandonment rate
  • Reaching a younger generation
  • Dealing with spikes in call volume

You’ll hear from Shai Berger, CEO of Fonolo, and Mark Edelman, Vice President Digital Member Services at Stanford Federal Credit Union, who will talk about how he refined call center performance at 3 credit unions using call-back solutions.

Who should watch:

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

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Speakers:

Shai BergerShai Berger, Co-Founder and CEO, Fonolo

Fonolo

As a leader, innovator, and thought leader, Shai Berger is on a clear mission to educate the call center industry on how to improve the customer experience.

 

 

Mark EdelmanMark Edelman, Vice President Digital Member Services at Stanford Federal Credit Union

Stanford Credit UnionMark has over 20 years of contact center and operations management experience in the financial services sector.