Fonolo

JUNE 21, 2018

Almost every center experiences them, and most don’t know how to handle the volume without adding more agents. Every contact center is different, which means that peak times can take on various forms. Webinar] How to Successfully Handle Call Volume During Peak Times. Improving Customer Satisfaction.

Contact Center 52

Contact Center Abandon rate Management Call Center 52

Fonolo

JANUARY 23, 2018

The call center experience is under great scrutiny from today’s consumers. Replacing hold-time with a call-back is truly a “win-win”: Your callers get a more pleasant experience and the call center gets a more efficient operation. Webinar] 3 Critical Contact Center Trends to Watch in 2018.

Call Center 141

Call Center Abandon rate Contact Center outsourcing 141

Fonolo

APRIL 16, 2019

If you’ve had your eyes on the Fonolo blog for the past nine years, you know that in that time we have dedicated ourselves to bringing you news and views of all kinds that impact the customer service and contact center spaces. Unfortunately, call-backs are still a relatively rare call center experience.

Call Center 108

Call Center Contact Center Engineering Construction 108

RapportBoost

NOVEMBER 5, 2018

Nicholas Rodriguez : Thanks for joining us for our first section of our Moving to the Cloud webinar series presented by Customer Experience Update and Customer Contact Central, sponsored by Mitel. I do want to thank Mitel for sponsoring the webinar series and helping us to make this happen. Take a listen!

Contact Center 40

Contact Center Scripts Sales Metrics 40

Fonolo

APRIL 17, 2019

It’s a real-time aggregator of Twitter public outcries from customers being put on hold, and it reveals Air Canada’s less than shiny reputation for customer service at their contact centers. I was on hold with customer service for over an hour just on a regular day for a flight check months ago!

Airlines 78

Airlines Transportation Contact Center Self service 78

SharpenCX

DECEMBER 2, 2020

With financial losses of such scale on the line, the stakes have never been higher to deliver good customer service in your call center. But it’s also never been easier to find the information you need, implement the right tools, and make incremental improvements that drive real change in your call center.

Call Center 128

Call Center Customer Service Contact Center Metrics 128

NobelBiz

OCTOBER 17, 2023

Power Your Contact Center with Work-From-Home Excellence Work-from-home (WFH) in contact centers enhances employee productivity, offers business flexibility, and maintains continuity during disruptions. According to cxtoday.com , 96% of contact centers admit they face challenges in maintaining compliance.

Call Center 59

Call Center Management Contact Center Analytics 59