EDUcast: The Call Complexity; The Power of Customer Satisfaction

by Gary Audin Of course contact agents need high quality headsets. But so do brokers, advisors, counselors, and subject matter experts. They all have to overcome the challenges of noise, disruptions, and finding the right information fast. These challenges can increase cost of calls 38% and extend the call lengths by 40%. Did you know that 80% customer service organizations believe they satisfy their customers but the same customers are only satisfied 8% of the time? Adam Robertson, Senior Marketing Manager, Product Marketing, North America at Jabra and Marlene Kouba, Channel Marketing Manager Distribution, North America at Jabra speak with Gary Audin to discuss the increasing need for excellent sounding headsets that can work in noisy and disruptive environments. This EDUcast was sponsored by Fontel (www.fontel.com) and Jabra (www.jabra.com). Adam covers subjects including: Key drivers in customer satisfaction Expanding delivery channels Challenges to effective delivery The customer journey The customer service paradox Disconnect between the contact center and customer satisfaction Marlene covers: Marketing and sales toolkits for Jabra products Driving demand Video assets Lead generation Fontel https://www.fontel.com/ is a Specialty Wholesale Distributor of voice and data communication equipment including BlueParrott products. Since incorporation, Fontel has realized consistent annual growth by meeting the channel to market needs of the manufacturers we distribute products for, as well as, meeting the needs of our customers. Fontel Inc. has become a leading distributor of voice and data communication products and services for major manufacturers around the world. Jabra www.jabra.com is a leader in engineering communications and sound solutions – innovating to empower both consumers and businesses. Jabra is committed to letting people hear more, do more, and be more than they ever thought possible. Through sound, we help transform lives. Jabra engineering excellence leads the way, building on 150 years of pioneering work. This allows us to create integrated headsets and communications tools that help professionals work more productively; and wireless headphones and earbuds that let consumers better enjoy calls, music, and media. Become an authorized Jabra partner today at https://onezone.jabra.com. See the Engage Series in action in this short video.