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Technology Innovation Showcase -Turn Agent Idle Time Into Proactive Customer Engagements with Virtual Hold

APRIL 2014 SHOWCASE: Maximize the opportunities that come from customer interaction

/uploadedImages/images/Client_Logos/virtual-hold-logo.jpgON DEMAND DATE: APRIL 2014 

Research shows that over 70% of inbound customer interaction today happens on the voice channel, and less than 20% of those interactions are automated, meaning customers often need to speak to live agents to resolve their issue. Research also shows that over 90% of customers are frustrated because of having to wait on hold before speaking to a live agent. And it’s not just the voice channel. In 2013, 72% of customers were frustrated with the inconsistent service they received across multiple contact channels like sms, mobile applications, social media, and chat. Additional reports indicate 89% of customers will quit doing business with a company after just one bad experience!

Add it all up, and these numbers create an immediate mandate to improve the way customers interact with you.

In this 30-minute webcast Virtual Hold Technology that will demonstrate solutions that are enabling leading global brands to bridge the customer service gap between self-service and agent-assisted-service across multiple channels. These solutions are not only increasing customer satisfaction levels, but also improving contact center efficiencies at the same time. Learn how to turn agent idle time into proactive customer engagements, allowing you to realize more successful customer interactions – a win for you and for your customers. Customers spend less time on hold. Customer service across channels is intelligent, and consistent. Customers are happier, and so are your agents.



Shannon Lekas is a solutions engineer for Virtual Hold Technologies (VHT). Shannon supports VHT’s sales teams, prospects, and customers in understanding and architecting multi-channel callback solutions. Prior to joining VHT last year, Shannon spent over 7 years at Genesys, supporting their solutions consulting and solutions engineering organizations. Previously, Shannon also served in technology consulting & architecture roles at West Interactive, LiveOps, and TXU Energy. Shannon holds a Bachelor of Science Degree from Stephen F. Austin State University, where he also completed his Master of Science Degree in Biotechnology.

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