pt-pt 3-ways-use-big-data-improve-call-center Blog Related Topics 
Fonolo
SEPTEMBER 4, 2018
Andrew Yang, founder of “Venture for America” (and a long-shot candidate for president in 2020) said “Google recently demonstrated software that can do the job of an average call center worker … that’s going to result in hundreds of thousands of jobs lost”. Duplex is Not About Agent Replacement. Let’s take this apart.
Fonolo
SEPTEMBER 11, 2018
We got a lot of feedback on last week’s blog , both in private and in public (see this thread on LinkedIn, for example). On that last point, the debate led me to some new ways to think about the problem that will help to separate the overlapping questions (somewhat, at least). Calling in Some Backup. Local vs. Global.
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Fonolo
SEPTEMBER 18, 2018
It’s not a big event (just one track over two days), but it is very focused. Chris popularized the term “conversational commerce” in a widely-read blog post a few years ago, so some say he “coined” the phrase. As it turns out, they both mean very different things when they use that term.
Fonolo
SEPTEMBER 11, 2018
We got a lot of feedback on last week’s blog , both in private and in public (see this thread on LinkedIn, for example). On that last point, the debate led me to some new ways to think about the problem that will help to separate the overlapping questions (somewhat, at least). Calling in Some Backup. Local vs. Global.
Fonolo
FEBRUARY 13, 2019
Our inboxes here at Fonolo HQ are full of great reports covering call center technology and trends. By the way, don’t forget to check out the report we just released: On the Horizon: Customer Service Trends in 2019. Report # 1: The US Contact Center Decision-Maker’s Guide 2018-19. It’s not for lack of material!
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