In this one hour webinar you’ll learn about the number one way to manage call center spikes. You’ll also hear from Chris Abel, Director of Contact Center Operations at Bright Horizons Family Solutions, who will talk about how his company seized the opportunity to smooth out volume spikes and offer a great customer service experience.

1. Shai Berger
Co-Founder & CEO
Fonolo
3 Ways to Build Better Relationships
with Your Customers
June 19, 2014
2:00 PM ET
JD Peterson
VP of Product Marketing
Zendesk

2. Today’s Webinar:
• The importance of omnichannel customer service
• What contributes to high customer satisfaction
• What customers are looking for in a self-service
experience
• The importance of live agent conversations
• The six steps to improving your customer relationships

3. Customer service can take many forms
External
Support
Internal
HelpDesk
Business
Operations

4. What is Customer Service?
building
trust
solving
problems
answering
questions
assistance
helping users
collecting
feedback
satisfying
needs
education
advicerelationships

5. The Power of the Customer
Experience

6. THE IMPACT
OF
CUSTOMER
EXPERIENCE
SOURCE: ZENDESK/DIMENSIONAL RESEARCH

7. Your coffee
ready… before you
get to the store!

8. Customer
expectations are
VERY high.

9. Source: ROI Research
share opinions
about
companies or
products.
33%
Social Media Adds Pressure

10. Businesses lose
customers
every day by
putting them
on hold.

11. In a Multi-Channel World,
Voice is Still King

12. A real-life phone interview
Register for this free webinar to join
the live Q&A.
June 19, 2014
2:00 PM ET
Register Now!