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Why the “Death of Voice” Predictions are Wrong - An Interview with Shai Berger

We hear a lot about the dwindling importance of the voice channel. Yet, more often than not, we are actually seeing call volumes increase. So, how is the voice channel evolving? How are chatbots impacting the voice channel? Why are federal employment stats for call center agents growing?

Watch this brief 9-minute video where CCNG's David Hadobas and Shai Berger, CEO of Fonolo, offer expert insights into the voice channel, chatbots, and the changing nature of voice interactions.
Recorded Jun 21 2019 10 mins
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Presented by
Shai Berger, CEO, Fonolo
Presentation preview: Why the “Death of Voice” Predictions are Wrong - An Interview with Shai Berger

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    We hear a lot about the dwindling importance of the voice channel. Yet, more often than not, we are actually seeing call volumes increase. So, how is the voice channel evolving? How are chatbots impacting the voice channel? Why are federal employment stats for call center agents growing?

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CCNG member topics for contact center& customer care professionals
CCNG receives ongoing feedback from our management members in contact center and customer care about the relative hot issues they are most interested in discussing with peers. We bring these Hot Topics to you with regular webcast content provided by our members and partners.

Managing your contact center operations to achieve exceptional customer care in your organization requires access to information about the technology, processes, human capital management, and peer knowledge & experiences. CCNG members share their experience and best practices in how they manage customer care in their enterprise contact center operations to improve the overall customer experience.

This channel features webcast presentations by thought leaders and award-winning operations who cover the key topic areas in this increasingly changing and dynamic field.

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  • Title: Why the “Death of Voice” Predictions are Wrong - An Interview with Shai Berger
  • Live at: Jun 21 2019 9:15 pm
  • Presented by: Shai Berger, CEO, Fonolo
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