Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Contact Center Trends 2021.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Balto

AUGUST 3, 2022

As the global economy shows signs of recession, the Conversation Excellence Lab wanted to understand how executives are planning to shift their contact center budgets, and how they view the future of the contact center as a whole. Is the contact center a drain on resources, a necessary expense to manage customer needs?

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

SharpenCX

APRIL 22, 2020

Download Now: See what trends Frost & Sullivan say are shaping the contact center industry. Learn how an omnichannel contact center helps you deliver on those expectations. Back in 2014, CVS stopped selling cigarettes because of their dire impacts on our health and communities. Well, that’s easy, I thought.

Customer Experience 76

Customer Experience Scripts Contact Center Contact center software 76

Customers That Stick

DECEMBER 15, 2014

VOLUME 37: November 2014. Sell, Sell, Sell in the Contact Center With These Three Customer Care Metrics – Three ways to tactfully sell in the contact center. Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere.

Surveys 126

Surveys Customer Care Scripts Contact Center 126

Customer Interactions

JULY 7, 2015

When interacting with a human, customers want to feel as if the person likes them and genuinely cares about their issue; and they don’t want to sense that a customer service agent is robotically reading from a script.

Contact center software 28

Contact center software Scripts Contact Center Personalization 28

Callminer

JANUARY 18, 2021

.” – Nicolina Savelli, 7 Tips for Success from Experienced Call Center Professionals , Fonolo; Twitter: @fonolo. Encourage agents to cheer up callers with more flexible scripting. Take advantage of this phenomenon by constructing your scripts to promote positive responses.”

Best practices 226

Best practices Call Center Contact Center Scripts 226