Average Handle Time call center professionals First call resolution Self service 
Fonolo
SEPTEMBER 27, 2016
This means that our customers can get on with their day while knowing that their issue will be addressed in a way that saves them time and hassle.”. Accessible information both empowers your agents and improves the customer experience because a well-informed agent is much more able to resolve customers’ problems on the first contact.
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.
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