Fonolo

AUGUST 29, 2019

Well, it’s that time once again: We invited some of the top contact center experts from Ada , J Arnold and Associates , The Belding Group , Calzilla , Expivia , and other vibrant CX and CS avenues to offer us and you, our dear readership, their best pieces of advice for contact centers in this increasingly complex customer age.

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Contact Center Self service Call Center Chatbots 121

Jon Arnold

DECEMBER 3, 2018

27 Q&A with Analyst Jon Arnold, Collaboration and UCaaS Expert , 8x8, Nov. 9 3 Things to Remember About Amazon Mayday , Toolbox.com, Nov. 27 Q&A with Analyst Jon Arnold, Collaboration and UCaaS Expert , 8x8, Nov. 9 3 Things to Remember About Amazon Mayday , Toolbox.com, Nov.

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Fonolo

MAY 29, 2018

Conference-goers can learn more about Fonolo’s cloud-based call-back software solutions (while ‘rocket-launching’ for the chance to win a prize!) We’ll talk about: Is NPS Still Relevant? Jon Arnold. Independent Industry Analyst, J Arnold & Associates. –Shai Berger, CEO, Fonolo. by visiting Booth #709.

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Abandon rate Contact Center Call Center Education 52

Fonolo

JUNE 5, 2018

First, let’s take a quick look at the panel of speakers: Daniel Hong , Jon Arnold , and Shai Berger. This study asked 1,900 customer service leaders about their priorities for call center metrics. Is NPS Still the Best Metric for Customer Satisfaction?

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Metrics Call Center Average Handle Time Self service 79

Fonolo

MAY 30, 2018

The best way to think about customer service is to divide the whole universe of possible interactions into two realms: Those that are self-serve (e.g. For example, if a company is boasting about banking-by-chatbot, ask yourself how much of that interaction was previously done over their website, and thus already in the self-serve realm?

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Self service Chatbots Call Center Contact Center 74

Fonolo

APRIL 10, 2019

Analyst Jon Arnold also covered it.). Interesting thing about galaxies merging is that none of the actual stars collide ; there’s just too much space in between them. We talk about: How you can save 40% on customer service costs. That image is via analyst Blair Pleasant’s write-up. Merging Galaxies. Plus, so much more!

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Fonolo

AUGUST 28, 2018

About: Gartner’s famed magic quadrant (MQ) always elicits strong opinions. Check out Five Things to Know about Magic Quadrants for a video interview with someone who used to help create MQs. Check out Five Things to Know about Magic Quadrants for a video interview with someone who used to help create MQs. Where to get it: Here.

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Contact Center Call Center Abandon rate Surveys 65

RichCall

SEPTEMBER 13, 2017

We won’t just talk about the trends, what you are reading now is an overview of opinions of respected contact centers experts, so even, if you doubt any of them, you may want to listen to opinions from several of them about the technology that interests you. Blair Pleasant , analyst and consultant about Unified Communications.

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Contact Center Technology Benchmark Chatbots 64

Avaya

MARCH 28, 2017

Industry analyst Jon Arnold says contact center operators need to ensure millennials have a chat experience that is fast and personal. Interested in learning more about defining and leveraging agent attribute modeling? And talk with Avaya Experts—we’re here to help you serve your customers like never before.

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Chatbots Contact Center Interactive Voice Response Self service 62

Natalie Petouhof

AUGUST 15, 2022

Original Article by Jon Arnold. I’ve been reading an advance copy of Empathy in Action, and while I don’t write book reviews as a matter of course, I view this as a creative form of thought leadership about what customer service needs to look like in 2022. You don’t respect me, so I don’t trust you.

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Customer centricity Advertising Technology Marketing 52

NobelBiz

OCTOBER 17, 2023

If you’re curious about the latest developments in call center workforce management, join us for a captivating episode of ‘First Contact: Stories of the Call Center,’ featuring Jon Arnold, a leading analyst in communication tech. CX is directly responsible for the short and long-term success of ANY business.

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Call Center Management Contact Center Analytics 59

Fonolo

AUGUST 28, 2019

It was hard to turn anywhere last week and not see news or commentary about Avaya. We wrote about it last week. This is] simply about financial restructuring and managing down the legacy products while trying not to lose too many customers. – Jon Arnold in Channel Partners Online.

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Cloud contact Call Center Contact Center contact center solutions 11

Infinity

JUNE 24, 2019

It’s one to look out for, and existing users are far more enthusiastic about it than the general public. Jon Myers | Founder and MD, Ascending Media. This wasn’t an overnight accident, we thought hard about how we wanted to come across and remained true to it on all channels. ”. Get them excited about working with you.

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Marketing Advertising Engineering Analytics 40