Daniela Puzzo

call center contact center customer experience customer service call centre webinar customer satisfaction social media abandon rates call-backs forrester gartner trends fonolo call back voice of customer mobile smartphone google hangout click to call avaya virtual hold call-back customer support analysts bpo call center trends omni-channel ovum credit union social customer service call volume spikes technology call volume cloud computing call-center virtual-queuing customer-experience customer-loyalty callback assist twitter social media strategy cloud mobile phone customer relationship management on hold with best call back solution top call center analysts credit union call center eliminate hold time call center agent analyst customer experience manager apple imessage twitter customer support facebook customer support chat for commerce visual ivr virtual queuing improve customer experience best practice spikes in call volume conversational commerce cisco courtesy callback chatbots clic call center leader social-media agent engagement contact center managers employee-productivity call center culture customer-service greater toronto area contact centre association artificial intelligence cx metrics customer experience metrics smartphones contact channel call center metric workforce management call center satisfaction télécommunications insourcing hold time complaints self-service knowledge management customer satisfaction statistics airline industry customer service experience youtube online communities facebook linkedin contact center technology cal center contact center-technology human support call center automation sms cloud-based contact center video support kate leggett business process outsourcers reduce-abandon-rate eliminate-hold-time voice of the customer roi abandon-rates mobile customer service long hold times self service call center outsourcing callzilla all-calls call centers call center challenges call center complaints mobile app 1st united services credit union cost-per-call telco costs hold-time handle times customer engagement banking services bank customer journey customer trend multi-channel 2014 contact center analyst contact center industry hold time call-back solution in-call rescue software contact center thought leaders customer satisfaction levels