TORONTO, ON – April 11, 2017 – Fonolo, the pioneer in cloud-based call-back solutions for the contact center, announced today that it will be exhibiting at the 18th Annual Customer Experience Conference and Industry Awards, May 2-4, 2017 at Sparkling Hill Resort in Vernon, B.C. Produced by SQM Group, a trusted advisor in the contact center industry, the conference shares ground-breaking research and best practices for improving the customer experience.
As the demand for customer-centricity grows, call centers must take a proactive approach to enhance the experience. By attending SQM’s 18th Annual Customer Experience Industry Conference executives will learn to accurately measure and achieve the benchmarks set for today’s contact center.
“Leaders must learn to track pain points in the customer journey to truly understand what areas need improvement,” said Fonolo CEO, Shai Berger. “This conference gives us the opportunity to showcase how our call-back solutions make it possible to resolve recurring problems such as caller abandonment, volume spikes, and cost-per-call.”
Conference attendees will have an opportunity to meet with Fonolo where they can learn how to improve stubborn metrics and exceed customer expectations with the company’s cloud-based call-back solutions.
SQM benchmarks over 500 leading international contact center on an annual basis and have been conducting CX benchmarking studies since 1996. Their experience in helping contact centers improve First Call Resolution (FCR), One Contact Resolution (OCR) and omnichannel customer experience across contact channels are unsurpassed. This conference provides contact centers with a clear path towards success.
For live updates and insights from the show – follow @fonolo on Twitter.
Fonolo an award-winning 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.
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 leading North American customer experience research firm for measuring and benchmarking customer’s experience using contact channels. SQM conducts accurate, reliable and actionable post-contact surveys for contact channels (e.g., call center, email, chat, IVR self-service and web self-service) and is recognized as the contact center industry Voice of the Customer (VoC) gold standard expert for measuring contact channel customer experience. In addition, SQM offers consulting services to help clients design and execute an enterprise-wide customer experience strategy. In addition, we award organizations that have demonstrated world-class or significant improvement in their contact channel FCR and OCR performance.