Presented By: Eric Camulli, Vice President, Virtual Hold Technology 

On Demand  

Transitioning between self-service and live-service is like shifting gears without putting your foot on the clutch. The friction and grinding represent the resulting customer experience, the point  where companies are failing and placing business at risk.

Eric Camulli from Virtual Hold Technology will examine the value of virtual queuing which bridge the customer service gap between self-service and live-service. The analysis will look at how virtual queuing:

• Eases the transition between self-service and live-service
• Increases customer satisfaction and customer retention initiatives
• Improves contact center metrics such as ASA, service level and abandoned calls
• Optimizes contact center performance by better managing peaks in call volume
• Achieves its ROI in about a year or less

To prevent customers from falling into a customer service gap in the business process, consider implementing virtual queuing as a customer safety net.

About the Presenter:
 As vice president for Virtual Hold Technology, Eric Camulli is responsible for building a world-class brand focused on delivering collaborative virtual queuing solutions that solve the ubiquitous problem of hold-time for contact centers worldwide. A visionary and passionate customer advocate, Eric has been at the forefront of the customer experience management movement as a public speaker and as a published writer for the past ten years.