Fonolo

OCTOBER 18, 2017

Last month we shared 4 Call Center Reports Worth Your Time. A top mission of the Fonolo blog has always been to help you stay informed with the fast-moving contact center industry. Who wrote it: Call Center Week. Web and IVR will be particularly big focuses in the next six months. Where to get it: [link].

Call Center 117

Call Center Journey mapping Self service Interactive Voice Response 117

Fonolo

JANUARY 29, 2019

We have 17 gifts for you today, or rather, 17 intriguing facts about call centers! You may know a few of these already, but trust us: It never hurts to revisit some of the pivotal advancements, trends, stats, and interesting facts that have made waves in the call center industry (both past and present). Billion!

Call Center 85

Call Center Airlines Contact Center Self service 85

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. Omnichannel, Cloud-Based Contact Centers.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Interactions

SEPTEMBER 19, 2023

Leaders in Conversational AI for the past decade, Lindsy and Ed discussed their roles and how they see CX in the utilities space, their relationship with Interactions and best practices for improving CX and increasing self-service. Q: How would you describe your roles and responsibilities within your respective organizations?

Interactive Voice Response 48

Interactive Voice Response Self service Best practices Contact Center 48

Talkdesk

JANUARY 22, 2015

Because 2015 is the year of the customer. With a plethora of customer data, business tools that transform that data into actionable intelligence and no shortage of channels to interact with your customer - you simply have no excuse to not exceed your customers’ expectations. In 2015, consumers are busy, well informed and tech-savvy.

Customer centricity 50

Customer centricity Interactive Voice Response Self service call center software 50

aircall

JUNE 11, 2021

The 1980s — Fiber optics were invented, bringing impactful change for voice communication. 1995 — VoIP (voice over internet protocol) technology was invented to enable human voice communication over the internet in real-time. Cloud calling voice technology didn’t take off until the mid-2000s. Telecommunication Now.

voip 62

voip APIs Call Center Telecommunications 62

Fonolo

FEBRUARY 13, 2018

But there’s one central question that I think is not being addressed as critically as it should: Is chat acting as a substitute for phone calls? First, to be clear, I’m not talking about chat- bots , i.e. automated self-service, I’m talking about a conversation with a human agent via some form of text-based channel.

Customer Service 84

Customer Service Contact Center Chatbots Call Center 84