Toronto, ON – June 14, 2016 – Fonolo, the pioneer in cloud-based call-back solutions for the contact center, has announced its next webinar, “5 Ways to Master ‘One Contact Resolution’”. The webinar will air on Thursday, June 23rd at 2 PM ET / 11 AM PT with call center experts Andrea Pow, SVP of Client Advocacy at SQM Group and Shai Berger, Co-Founder and CEO at Fonolo.
Recent data reveals that 42% of customers who do not experience One Contact Resolution (OCR) report low satisfaction levels and negative Net Promoter Scores, making this a critical metric for call centers to track. Fonolo and SQM have teamed up for this informative webinar with a clear vision in mind: To help contact centers lower costs and improve the customer experience by mastering OCR.
“With digital channels growing in popularity, the contact center needs a metric that can accurately capture the multi-channel experience,” said SQM’s Andrea Pow. “I look forward to sharing industry data and best practices that will give webinar attendees confidence in their OCR strategy.”
“We’re excited to have Andrea Pow co-host this webinar,” said Fonolo’s Shai Berger. “We pride ourselves on improving the customer experience by replacing hold time with a call-back and, with SQM, we can take things one step further by listening to the voice of the customer and helping call centers achieve OCR.”
In this one-hour webinar call center professionals will learn how to properly deliver, measure, and improve OCR. To register, please visit 5 Ways to Master “One Contact Resolution”
About the Speakers:
Andrea Pow, SVP of Client Advocacy, SQM Group
Andrea brings over 10 years of experience in customer relations and training development. This includes R&D of new certification programs, developing industry-specific training, and managing quality control.
Shai Berger, Co-Founder and CEO, 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.
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About Fonolo
Fonolo is the leading provider of cloud-based call-back solutions. The company’s innovative products improve the way call centers interact with their customers by seamlessly replacing hold time with a call-back. Regardless of where the conversation begins – on the web, mobile or by phone – Fonolo quickly and conveniently routes customers through the call center, connecting them to the right agent and eliminating hold time. A growing list of organizations trust Fonolo to improve the call center experience for their customers. Fonolo was named “Top Technology Provider” by the 2015 Call Center Week Awards.
To learn more about how Fonolo can help reduce abandonment rates, improve your customer experiences, and lower costs, visit fonolo.com.
About SQM Group
Service Quality Measurement (SQM) Group is a specialist firm for assisting organizations in using voice of the customer (VoC) research data to measure and improve contact channel customer experience, operating costs and retention. Since 1996, SQM’s customer survey research and best practices consulting services have helped clients improve their contact center first contact resolution (FCR) and one contact resolution (OCR) performance. In fact, SQM enjoys a 95% retention rate with over 70% of our contact center tracking clients improving their contact channel FCR, OCR, and operating costs year over year. For the average contact center SQM benchmarks, a 1% improvement in their FCR performance equals $286,000 in annual operational savings. SQM benchmarks over 500 leading international contact centers on an annual basis in 15 countries around the globe.
SQM also benchmarks and tracks all the major contact channels (i.e., website, call center, IVR, email and site). Our site contact channels include branch, retail store, dispatching and service work. By conducting contact center benchmarking and tracking studies on these contact channels, organizations can get insights into customers’ experiences using these contact channels individually or using multiple contact channels, to get their inquiry resolved. For all the contact channel benchmarking and tracking studies, SQM focuses on the customer’s experience in achieving first contact resolution and one contact resolution. SQM annually conducts 1.5 million surveys with customers who have used a contact center, email, website, IVR or site contact channel service.