Last week, Fonolo hosted a Google Hangout to discuss the future of the call center. This fabulous panel of industry experts shared their comments and stories on four topics: customer experience, the cloud, WebRTC and social media. To save you some time, we’ve extracted video snippets from each topic.
Let’s take a quick look at the panelist introductions: Blair Pleasant Principal Analyst at Commfusion, Dan Miller Senior Analyst & Founder at Opus Research, Keith Dawson Principal Analyst, Customer Interaction at Ovum, and Shai Berger CEO and Co-founder at Fonolo.
Successful companies know that a focus on customer experience is essential to prosperity in the market. A wide range of technologies have emerged over the last few years to help meet the rising demands of today’s consumer, but customer satisfaction scores continue to drop. (See this recent 
The study of customer experience is a rapidly developing field. More and more companies are realizing that delivering a good customer experience is no longer optional. Rather, it is essential for maintaining a competitive advantage.
