Fonolo

NOVEMBER 17, 2020

Whether it’s handling and routing necessary inquiries through self-service tools and chatbots or using AI to improve reporting and predictive modeling, AI will be essential in delivering excellent customer experiences in the future. Source: The Contact Center Satisfaction Index Mid-Year 2013. Improving Average Handle Time (AHT).

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Fonolo

MARCH 4, 2020

Amar Sidhu has a rich history at ADP Canada, taking up leadership there in 2013, with three as the VP of Customer Care, and four years as Senior Vice President of Service Delivery under his belt. We’ve also set up one-to-one customer-agent relationships, which we call a “dedicated model.” This is their story. The Path to Leadership.

Customer Service 122

Customer Service Metrics Call Center Contact Center 122

Fonolo

FEBRUARY 20, 2020

Amar Sidhu has a rich history at ADP Canada, taking up leadership there in 2013, with three as the VP of Customer Care, and four years as Senior Vice President of Service Delivery under his belt. We’ve also set up one-to-one customer-agent relationships, which we call a “dedicated model.” This is their story. The Path to Leadership.

Customer Service 67

Customer Service Metrics Call Center Banking 67