3 Ways Smartphones Will Change Call Centers Forever - Fonolo Webinar Preview
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The document discusses how smartphones are poised to transform call centers by addressing key customer pain points such as phone menus, hold times, and repetitive information. It highlights solutions like visual navigation, virtual queuing, and pre-call questions that can enhance the customer experience. Examples and case studies are provided to illustrate the potential impact of these changes in the industry.
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For consumers, the option to
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Global 2011 Consumer
Preference Report for
Contact Centers
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Managing airport and airspace data is no small task, especially when youre expected to deliver it in AIXM format without spending a fortune on specialized tools. But what if there was a smarter, more affordable way?
Join us for a behind-the-scenes look at how Sweco partnered with Swedavia, the Swedish airport operator, to solve this challenge using FME and Esri.
Learn how they built automated workflows to manage periodic updates, merge airspace data, and support data extracts all while meeting strict government reporting requirements to the Civil Aviation Administration of Sweden.
Even better? Swedavia built custom services and applications that use the FME Flow REST API to trigger jobs and retrieve results streamlining tasks like securing the quality of new surveyor data, creating permdelta and baseline representations in the AIS schema, and generating AIXM extracts from their AIS data.
To conclude, FME expert Dean Hintz will walk through a GeoBorders reading workflow and highlight recent enhancements to FMEs AIXM (Aeronautical Information Exchange Model) processing and interpretation capabilities.
Discover how airports like Swedavia are harnessing the power of FME to simplify aviation data management, and how you can too.Curietech AI in action - Accelerate MuleSoft development
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CurieTech AI in Action Accelerate MuleSoft Development
Overview:
This presentation demonstrates how CurieTech AIs purpose-built agents empower MuleSoft developers to create integration workflows faster, more accurately, and with less manual effort
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Key Highlights:
Dedicated AI agents for every stage: Coding, Testing (MUnit), Documentation, Code Review, and Migration
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DataWeave automation: Generate mappings from tables or samples95%+ complete within minutes
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Integration flow generation: Auto-create Mule flows based on specificationsspeeds up boilerplate development
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Efficient code reviews: Gain intelligent feedback on flows, patterns, and error handling
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Test & documentation automation: Auto-generate MUnit test cases, sample data, and detailed docs from code
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Why Now?
Achieve 10 productivity gains, slashing development time from hours to minutes
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Maintain high accuracy with code quality matching or exceeding manual efforts
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Ideal for developers, architects, and teams wanting to scale MuleSoft projects with AI efficiency
Conclusion:
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Developers have full access to source code, specs, and tools for end-to-end chip creation.
It supports AI, HPC, cloud, and embedded workloads with proven performance.
Backed by a global community, it fosters innovation, education, and collaboration.The Future of Technology: 2025-2125 by Saikat Basu.pdf
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Lessons Learned from Developing Secure AI WorkflowsYou are not excused! How to avoid security blind spots on the way to production
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3 Ways Smartphones Will Change Call Centers Forever - Fonolo Webinar Preview
- 1. 3 Ways Smartphones Will Change Call Centers Forever September 27, 2012 1
- 2. The Agenda 1. The State of The Call Center 2. The Top 3 Complaints 3. How the Smartphone Changes the Game 4. Some Industry Examples 5. About Fonolo 2
- 3. The State of the Call Center Yes, its a multi-channel world, but phone support is still the most popular offering. 3
- 4. Voice is Still King By stage of process Source: Contact Solutions 4
- 5. Voice is Still King By complexity of inquiry Source: American Express Consumer Service Barometer 5
- 6. The Big Problem: Customers prefer the phone for support, but dread the call center experience. 6
- 7. The Top 3 Pain Points What frustrates customers most about call centers? 1 Phone Menus (12%) 2 Waiting on Hold (17%) 3 Repeating Information (42%) Source: Clickfox Customer Interaction Survey 7
- 8. The Impact 1 More misnav / Zero-outs Longer Handle Time 2 Higher Cost per Call Lower Customer Sat Damaged Reputation 3 8
- 9. 1 Phone Menus The keypad is inherently limited Decades of research and trials spent optimizing but Still has a very high rate of zero- outs and misnavigation Solution: Visual Navigation Richer interaction More flexible Build on web / mobile UI paradigms 9
- 10. 2 Waiting On Hold Queuing is unavoidable, but Putting callers on hold is the wrong way to do it Company pays for open phone line and Caller frustration grows Solution: Virtual Queuing Customer gets a call-back when agent is available Win-win for caller and company 10
- 11. 2 Waiting On Hold For consumers, the option to hold their place in a queue and go on to do something else is highly appealing, with 75% stating a preference for [it]. Global 2011 Consumer Preference Report for Contact Centers 11
- 12. 3 Repeating Information Callers often have to repeat information Agent time wasted waiting for a caller to find information Agent time wasted trying to communicate data Solution: Pre-call Questions Ask the right questions before the call Make sure they get to the agent 12
- 13. The Impact of Bad Customer Service How do customers respond to bad service? Tell family, Ask for a Cease doing Submit a Post comments on friends, or peers supervisor / business with negative social networking about the manager the company customer sat. site or consumer experience survey review site Source: Zendesk Infographic http://cdn.zendesk.com/images/blog/Infog.LoyaltyTest%20.png 13
- 14. The cost of bad customer service Customers share their experiences with the world. Source: http://onholdwith.com 14
- 15. We Know The Solutions! Navigating Visual navigation Waiting on hold Call-Back Exchanging info Pre-call questions So why are we stuck? 15
- 16. Smartphone to the rescue! 16
- 17. Some Case Studies 17
- 18. To see the rest 18
- 19. Register for our Free Webinar. 3 Ways Smartphones Thursday, Will Change Call Sept 27 Centers Forever 2pm ET Speaker: Shai Berger CEO, Fonolo 19