Contact Center Tweeters to Follow

16

Sponsored by:

“ Just by following these highly regarded contact center leaders, you’ll get

tremendous insight into the latest best practices, stats and trends!

Shai BergerCo-Founder & CEO, Fonolo

Congratulations to the

16 who were selected!

1. Mike Aoki

2. Carolyn Blunt

3. Sandra Busby

4. Mike Desmarais

5. Susan Hash

6. Lee Ho

7. Flavio Martins

8. Blair Pleasant

9. Darren Prine

10.Justin Robbins

11.Beth Schultz

12.Gadi Shamia

13.Sheila McGee-Smith

14.Colin Taylor

15.Jeff Toister

16.Martin Hill-Wilson

* Listed in alphabetical order

Mike AokiSales, Customer Service & Management

Training, Reflective Keynotes Inc.

Twitter: @mikeaoki

Carolyn BluntContact Centre Industry Expert

Ember Real Results

Twitter: @CarolynBlunt

Sandra BusbyChief Executive Officer

Welsh Contact Centre Forum

Twitter: @SandraBusby

Mike DesmaraisCEO and Founder

SQM Group Inc.

Twitter: @mdesmarais_sqm

63% of customers

prefer getting a

call-back to waiting on hold.

Learn more at fonolo.com

Susan HashWriter and Editor

Freelance

Twitter: @susanhash

Lee HoHead of Digital Marketing

Avaya

Twitter: @leeho10

Flavio MartinsCOO

DigiCert, Inc.

Twitter: @flavmartins

Blair PleasantContact Center Industry Analyst

COMMfusion

Twitter: @blairplez

Why Call-Backs?

• Happier Customers

• Lower Telco Costs

• Less Abandonment

• Shorter Handle Times

• Smoother Call Volume

75%say the option for a call-

back is “highly appealing”.

32%average reduction

in abandon rate

with call-backs.

Darren PrineOmnichannel Contact Center Solutions

Specialist, Bright Pattern, Inc.

Twitter: @DarrenPrine

Justin RobbinsContent Director

HDI & ICMI

Twitter: @justinmrobbins

Beth SchultzManaging Editor

NoJitter.com

Twitter: @Beth_Schultz

Gadi ShamiaChief Operating Officer

Talkdesk

Twitter: @gadishamia

A real-life phone interview

Call-Back Solutions for the

Call Center

Sheila McGee-SmithPresident & Principal Analyst

McGee-Smith Analytics, LLC

Twitter: @McGeeSmith

Colin TaylorCall Center Consultant, CEO & CCO

The Taylor Reach Group, Inc.

Twitter: @colinsataylor

Jeff ToisterAuthor, Consultant, Trainer, President

Toister Performance Solutions

Twitter: @toister

Martin Hill-WilsonCustomer Service Strategist & Founder

Brainfood Consutling

Twitter: @martinhw

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Top 10 Trends Shaping the

Future of the Contact Center