How to Deliver Great Customer Service During a Crisis

November 21, 2017

Toronto, ON – November 21, 2017Fonolo, the leader in cloud-based call-back solutions for the contact center, is pleased to announce its next expert roundtable, “How to Deliver Great Customer Service in a Crisis” on Thursday, November 30th at 2:00 PM ET / 11:00 AM PT. News of poor customer service reaches more than twice as many ears as praise for good service. However, incidents reported by show that organizations continue to struggle with managing hold times effectively.

Brands who value the customer experience need to fix this problem: With the proper solutions in place, contact centers can effectively deliver high quality service, even in times of stress. 

In this one-hour live discussion, attendees will hear from the following speakers:

  • Shai Berger, CEO, Fonolo
  • Nate Brown, Director of CX, UL EHS Sustainability
  • Jim Rembach, Consultant, Beyond Morale
  • Shep Hyken, Chief Amazement Officer, Shepard Presentations
  • Rainer Uphoff, Founder & CEO, Avionline
  • Omer Minkara, VP and Principal Analyst, Aberdeen Group


Unforeseen events like poor weather, high agent absenteeism, and technical difficulties can greatly affect the success of the call center. In order to reduce the number of negative interactions that customers experience – and share with others – contact centers must prepare for the unexpected.

The panel will share expert insights on:

  • Social Media for Crisis Management
  • Ways to Reduce Customer Frustration
  • How to Smooth Out Spikes in Call Volume


Register now to join the interactive panel discussion on November 30th at 2:00 PM ET / 11:00 AM PT. Tweet comments and questions to @Fonolo with hashtag #CustServ, or comment on the conversation streaming live on YouTube.


About Fonolo

Fonolo, the leader in cloud-based call-back solutions, has revolutionized the way contact centers interact with customers through web, mobile, and voice. The company’s patented call-back technology empowers customers with an innovative alternative to waiting on hold. Fonolo’s award-winning solutions are trusted by a growing list of call centers who aim to enhance the customer experience. From Fortune 500 companies to SMBs, Fonolo is valued by customers for its scalability, expertise, and proven ROI.

Visit to learn how your call center can reduce abandonment rates, smooth out call volume spikes, and lower costs.

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