Daniela Puzzo

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