dawn nafus's presentation at emerging communication conference & awards 2010 america
TRANSCRIPT
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Welcome to the World of Rich Calling
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The First Rich
Any computer,with Any phone,
from Anywhere.
Calling Platform
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Rich Calling?!
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Customers asked about their
calling experiences
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Can’t reach anyone, Waste of time,
Phone Tag, IVR Hell, Routed to the wrong person - again, Incompetent Service, They don’t remember me, Why repeat stuff I already entered in the IVR?, On hold Forever, Voicemail Hell,
System Hung up on me, No follow up, The agents pretend they don’t know me,
Bad Service, I’m taking my business elsewhere
Can’t #$@$% reach anyone, #$@$% Waste of
time, #$@$% Phone Tag, #$@$% IVR Hell, Routed to the #$@$% wrong person - again, #$@$% Incompetent Service, They
don’t #$@$% remember me, Why repeat #$@$% stuff I already entered in the IVR?, #$@$% On hold Forever, #$@$% Voicemail
Hell, #$@$% System Hung up on me, No #$@$% follow up, The #$@$% agents pretend they don’t know me, Bad #$@$% Service, I’m taking my #$@$% business elsewhere
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Employees asked about their
calling experiences
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Can’t #$@$% stand it anymore, #$@$% Permanent interruption, #$@$% Rude customers, Playing #$@$%
phone tag all day, Never know who’s #$@$% calling, Don’t know who’s #$@$% more important,
No #$@$% context, #$@$% Vendors wasting my
time, Don’t know where to start with #$@$% call backs, Can’t focus on my #$@$% work, I’m not a #$@$% call
center agent, All these #$@$% missed calls, No #$@$% control over my schedule, Who is this #$@$% person? #$@$% Voicemail again, So #$@$% overwhelmed, It’s not my #$@$% fault I’m dropping the ball.
Can’t stand it anymore, Permanent interruption,
Rude customers, Playing phone tag all day, Never know who’s calling, Don’t know who’s more
important, No context, Vendors wasting my time, Don’t know where to start with call backs,
Can’t focus on my work, I’m not a call center agent,
All these missed calls, No control over my schedule, Who is this person? Voicemail again,
So overwhelmed, It’s not my fault I’m dropping the ball.
Can’t #$@$% reach anyone, #$@$% Waste of
time, #$@$% Phone Tag, #$@$% IVR Hell, Routed to the #$@$% wrong person - again, #$@$% Incompetent Service, They
don’t #$@$% remember me, Why repeat #$@$% stuff I already entered in the IVR?, #$@$% On hold Forever, #$@$% Voicemail
Hell, #$@$% System Hung up on me, No #$@$% follow up, The #$@$% agents pretend they don’t know me, Bad #$@$% Service, I’m taking my #$@$% business elsewhere
It’s a Mess
!
It’s a #$@$% Mess
!
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Speed to Satisfaction
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Caller Satisfaction1. Quality of the Automated System,
2. Reaching a / the right person,
3. Efficiency of conversation,
4. Emotional Connection,
5. Efficient follow up.
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Real-Time Data + Phone Calls
= Rich Calling
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‘CRM Light’ Functionality
Available Today
* Demonstration only: IPad Version Not Yet Available
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Coming Up Next
* Demonstration only: IPad Version Not Yet Available
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Vision: Emotional Connection
With ‘Social CRM’
* Demonstration only: IPad Version Not Yet Available
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Rich Calling is an Ecosystem Initiative
Global Cloud & Multi-Language Deployments
Dat
a, S
aaS
& C
RM
Telephony
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Thank you!
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@ringiorocks, #ringio888.727.5776
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