Abandon rate Call center experience Data Self service 
Fonolo
MAY 16, 2023
Today, contact centers are increasingly viewed by businesses as the key to understanding customers. They’re valued by c-suites for providing insights gleaned from direct contact via customer service and support channels. Analytics are also called key performance indicators or KPIs.
Fonolo
JUNE 22, 2023
Visual IVR – now known as Fonolo’s Web Call-Backs – was one of the first self-service technologies to have a hugely positive impact on the customer experience. Although they can be simple and effective, customers don’t love IVR experiences. Power and Associates, a good IVR experience is quite rare.
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SmartAction
NOVEMBER 22, 2023
Artificial Intelligence (AI) provides an unprecedented opportunity to revolutionize the call center experience for the 59% of your customers who prefer telephone communication. We’re not talking about the time-consuming interactive voice response (IVR) of the past that provided a less-than-optimal customer experience.
Fonolo
NOVEMBER 17, 2020
Voice is still the dominant channel in the contact center and will remain so for many years. “Expect to see more focus on digital and self-service, less brick and mortar, more efficiency-builders for company and customer, and an increased call for the return of voice to handle the challenging stuff.
OctopusTech
MARCH 1, 2023
Inbound call centers play a crucial role in delivering these revenue-generating experiences, so everything from the standard greeting to agent training to the establishment of KPIs needs to be designed with the customer in mind. That can lead to data overload and the really important metrics can get lost in the shuffle.
Fonolo
MAY 31, 2019
The following report, which tackles this and other questions head-on, acts as a field guide for those who face the specter of call spikes on a weekly, or even daily, basis. Tracking Your Call Volume Data. How Call-Backs Provide Better Control (Across all Channels). The ROI of Call-Backs for Smoothing Out Call-Spikes.
Fonolo
MARCH 28, 2019
The following report, which tackles this and other questions head-on, acts as a field guide for those who face the specter of call spikes on a weekly, or even daily, basis. Tracking Your Call Volume Data. How Call-Backs Provide Better Control (Across all Channels). The ROI of Call-Backs for Smoothing Out Call-Spikes.
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