article thumbnail

CX Trends You Need to Watch in 2018 [White paper]

Fonolo

Considering the use of products (like call-back software, messaging, and chat-based tools) that minimize case volume, improve customer experience, and prevent agent-burnout. Don’t miss the last 3 trends! Download the full report below. CX Trends You Need to Watch in 2018. DOWNLOAD THE FREE 20 PAGE REPORT TODAY.

article thumbnail

This is our 1000th Post! A Look Back at Our Greatest Hits

Fonolo

One the recurring tropes in our industry is that consumer behavior and/or new channels and/or AI will lead to a decrease in the importance of the plain old phone call. Is there #VoiceShrinkage in the Contact Center? AI is Not Reducing Call Center Agent Employment. Call Center Metrics. OnHoldWith.