Fonolo

MAY 31, 2019

Sometimes the causes of call spikes are understood, even anticipated. Yet, in many cases, these periods of peak call volume come as a real shock to everyone in the contact center. Perhaps call volume has gone down over the years due to the availability of multi-channel tools and self-service.

Contact Center 57

Contact Center Management Abandon rate Call Center 57

Fonolo

MARCH 28, 2019

Sometimes the causes of call spikes are understood, even anticipated. Yet, in many cases, these periods of peak call volume come as a real shock to everyone in the contact center. Perhaps call volume has gone down over the years due to the availability of multi-channel tools and self-service.

Contact Center 52

Contact Center Management Abandon rate Call Center 52

Fonolo

NOVEMBER 17, 2020

Matt Beaty , Executive Vice President of Sales & Marketing at Brightmetrics™. Voice is still the dominant channel in the contact center and will remain so for many years. More than a third of service organizations already have a defined AI strategy, and more than half are currently investigating ways to use it in the business.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176