february, 2021

04feb1:25 PMZone 2. Multichannel Proactive Care1:25 PM EST Fab Facilitator: Shai Berger, Founder & Chief Executive Officer, Fonolo

Event Details

Many contact center managers think that non-voice channels are a replacement for the voice channel. Don’t make the same mistake. Nothing will replace voice because of the emotional connection it allows. Multichannel messaging is the best of both worlds, and offers a powerful way to manage high volume, but only when used correctly.

Call to Action:

  • Insight on how the voice channel has a unique role that other channels should support
  • Leverage fluent multichannel experiences – the new consumer expectation
  • Proactive outreach can defer traffic during busy times — plan ahead for your next crisis!


(Thursday) 1:25 PM EST

Fab Facilitator

Shai Berger, Founder & Chief Executive Officer, Fonolo

Why You Should Listen to Shai:

Shai Berger is the Co-Founder and CEO of Fonolo, a leading provider of cloud-based call-back solutions. Shai’s experience in the customer service and contact center industries have positioned him as a thought leader and innovator in the space. He speaks regularly at events like IT Expo, OpenTalk, Call Center Summit, and TADSummit. His writing has appeared in CustomerThink, CIO Magazine, and other industry publications.