INDUSTRY INSIGHTS YOUR PEERS ARE READING
Velocity takes pride in making its members feel valued, and in creating a positive customer experience, however their current service offering was not meeting these goals. Velocity was struggling with long hold times and a high number of abandoned calls. MORE
All have lousy customer support call before, you call and then you wait, you talk to an agent. While the priority function of these call has shifted from transaction to experience. As customer experience has increased dramatically in the modern digital era. MORE
Consumers today are more demanding than ever, especially when it comes to the call center experience. Meanwhile, call centers are under pressure to live up to these expectations while keeping costs contained. 4 Reasons to Love Call-Backs. MORE
Today’s demanding consumers have high expectations when it comes to the call center experience. A surefire way to fall out of favor with a customer is to leave them on hold for more than a few minutes. The solution to hold-time is to offer a call-back as an alternative. MORE
For call centers and organizations, efficiency, effectiveness, and personalization are critical drivers in how a customer will react or respond to a communication, especially considering the aversion to the dreaded phone tree. Take a look at our Call Center solutions here. MORE
? Organizational success and long-term growth primarily depends on customer satisfaction and loyalty, and customer service has always supported corporate growth by keeping customers happy and ensuring their ongoing loyalty. Call centers do not work in a vacuum. MORE
Advancements in AI are Improving Customer Experience. According to a report produced by Pega, 33% of consumers believe they are using technology with an AI component, when in actuality 77% of consumers use AI technologies, including devices or services. MORE
November is in full swing, and we have your weekly customer service roundup as we approach the holiday season, one of the most important seasons for customer service. Evernote, Pizza Hut, Spotify and AirBnB are four big brands already on board with the new service. MORE
Improved agent efficiency and productivity turn call centers from a cost into a profit. While agents hold the keys to your company’s success, they are also the most expensive resource you have – accounting for 60% to 70% of expenses in a contact center. MORE
November is in full swing, and we have your weekly customer service roundup as we approach the holiday season, one of the most important seasons for customer service. Evernote, Pizza Hut, Spotify and AirBnB are four big brands already on board with the new service. MORE
These days, customers are savvier than ever. Thanks to social media platforms, customers wield more power than ever before. This can place a great deal of pressure on call center agents, so companies must find ways to keep their morale high. MORE
Contact center managers are, at their core, problem-solvers. One of the most challenging problems they often face is dealing with unpredictable spikes in call volume. Sometimes the causes of call spikes are understood, even anticipated. Tracking Your Call Volume Data. MORE
Many call centers implement rigorous training programs as part of the onboarding process for newly hired agents. These programs often involve learning about the company, the product, customer service processes, proper phone etiquette and more. Call Center MORE
Advancements in AI are Improving Customer Experience. According to a report produced by Pega, 33% of consumers believe they are using technology with an AI component, when in actuality 77% of consumers use AI technologies, including devices or services. MORE
The call center is evolving. To compete, companies invest in better call center experiences, the right service processes, and system optimization tools. Did you know that almost one in every 25 jobs in the US is within the contact center industry? MORE
Social routing is an emerging trend, a way in which contact centers can more accurately meet the needs of their customers. Call Center Customer Experience Customer Service Social MORE
Communication Service Providers (CSPs) are at the bottom of customer care ratings every year. And it’s no secret why — customers are often very vocal about their displeasure. It’s important to note that when most customers call, they’re already in a state of stress. MORE
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. Enter Call-Backs. It’s our turn. MORE
Just how important is your contact center to your brand identity? In a recent study by Calabrio, “The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era,” call center agents are feeling the effects of changing customer behavior. MORE
As a successful business, you probably put a lot of effort into improving your customer service. In fact, 81 percent of Americans report that they are either satisfied with customer service or the service exceeds their expectations. MORE
Many organizations now report that outsourcing decisions are no longer solely based on cost reduction, but to utilize value-added services that improve the customer experience. BPOs Can Exceed Customer Expectations by Offering Call-Backs. Smooth out Call Spikes. MORE
Peak times tend to be a touchy topic for call centers. 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. MORE
The call center experience is under great scrutiny from today’s consumers. On the other hand, call center managers have to be cost-conscious in their approach to staffing. 4 Reasons to Add Call-Backs. How We do Call-Backs at Fonolo. MORE
Call centers have come along was from the institutions that emerged in the 1960s to efficiently handle high volumes of customer calls. The level of service received in a call center can determine whether or not customers continue to do business with a particular company. MORE
This certified airline rating system is recognized as an industry benchmark of airline standards in airport and cabin staff services’ onboard products; and business-class lounge offerings. One customer tweeted in March that she was on hold for an hour, two days in a row. MORE
Working in a call center means being the first point of contact for a customer getting in touch with a company. As customers in every industry become more tech-savvy, the call center model has been evolving. More and more call centers are moving back from outsourced outposts in the developing world, and several have gone completely virtual. This is due to the increased expectations of customers. Call center job description. MORE
Last week, Fonolo hosted an insightful live discussion on how to handle customer service in a crisis. This expert panel discussed what brands can do to ensure that customer service is not compromised during times of stress in the contact center. MORE
In honor of National Customer Service Week, we wanted to offer some key insights on three trends to keep in mind as you craft call center experiences for your customers. If so, it’s your customers who feel the pain – while you pay the price. MORE
Here at Fonolo, we understand the many issues call centers face in regards to staffing, spikes, hold times, call abandonment, and more. From furry to feathery, and everything in between, they are here to take your animal farm of a call center to the next level. MORE
We were honored to be a part of this Mitel-sponsored event with our valued client, Heidi Rote, Director of North American Sales Center for Jenny Craig. is the leading conversational sales analysis platform for brands that use chat, SMS and messenger tools to engage customers. MORE
Clarabridge recently conducted a study of both contact center agents and consumers. We wanted to see where their expectations and experiences lined up when it comes to customer service calls. No surprises here—the customers and agents don’t typically see eye to eye. MORE
Contact center managers are, at their core, problem-solvers. One of the most challenging problems they often face is dealing with unpredictable spikes in call volume. Sometimes the causes of call spikes are understood, even anticipated. Tracking Your Call Volume Data. MORE
Moments when they have to get in touch with the customer service call center of a company is met with dread, because they don’t have the time or energy to call, wait on hold, and be passed around from one customer service agent to another to solve their problem. MORE
With the growing number of channels by which customers can now contact businesses, call centers must adapt their strategy and structure to leave room for coordination, collaboration, and enhance the customer experience. Call Center Customer Service Technology MORE
With millions of stranded travelers seeking resolutions, each company’s customer service line wait times surged, resulting in even greater customer frustration. A company’s call center becomes the front line to respond to an influx of calls from customers in need. MORE
Revation Systems
OCTOBER 2, 2019
Advancements in AI are Improving Customer Experience. According to a report produced by Pega, 33% of consumers believe they are using technology with an AI component, when in actuality 77% of consumers use AI technologies, including devices or services.
Revation Systems
OCTOBER 2, 2019
Advancements in AI are Improving Customer Experience. According to a report produced by Pega, 33% of consumers believe they are using technology with an AI component, when in actuality 77% of consumers use AI technologies, including devices or services.
Win the Customer
JANUARY 23, 2015
Social routing is an emerging trend, a way in which contact centers can more accurately meet the needs of their customers. Call Center Customer Experience Customer Service Social
Win the Customer
MARCH 10, 2014
With the growing number of channels by which customers can now contact businesses, call centers must adapt their strategy and structure to leave room for coordination, collaboration, and enhance the customer experience. Call Center Customer Service Technology
Fonolo
OCTOBER 30, 2018
These days, customers are savvier than ever. Thanks to social media platforms, customers wield more power than ever before. This can place a great deal of pressure on call center agents, so companies must find ways to keep their morale high.
Win the Customer
JUNE 8, 2015
The call center is evolving. To compete, companies invest in better call center experiences, the right service processes, and system optimization tools. Did you know that almost one in every 25 jobs in the US is within the contact center industry?
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Fonolo
DECEMBER 5, 2017
Last week, Fonolo hosted an insightful live discussion on how to handle customer service in a crisis. This expert panel discussed what brands can do to ensure that customer service is not compromised during times of stress in the contact center.
Fonolo
JUNE 21, 2018
Peak times tend to be a touchy topic for call centers. 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.
Zingtree
MARCH 29, 2018
For call centers and organizations, efficiency, effectiveness, and personalization are critical drivers in how a customer will react or respond to a communication, especially considering the aversion to the dreaded phone tree. Take a look at our Call Center solutions here.
TRUSTID
JANUARY 22, 2018
Just how important is your contact center to your brand identity? In a recent study by Calabrio, “The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era,” call center agents are feeling the effects of changing customer behavior.
Fonolo
NOVEMBER 19, 2019
Moments when they have to get in touch with the customer service call center of a company is met with dread, because they don’t have the time or energy to call, wait on hold, and be passed around from one customer service agent to another to solve their problem.
|
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. Enter Call-Backs. It’s our turn.
Outsource Consultants
OCTOBER 9, 2019
In honor of National Customer Service Week, we wanted to offer some key insights on three trends to keep in mind as you craft call center experiences for your customers. If so, it’s your customers who feel the pain – while you pay the price.
Fonolo
MAY 31, 2019
Contact center managers are, at their core, problem-solvers. One of the most challenging problems they often face is dealing with unpredictable spikes in call volume. Sometimes the causes of call spikes are understood, even anticipated. Tracking Your Call Volume Data.
Fonolo
APRIL 1, 2019
Here at Fonolo, we understand the many issues call centers face in regards to staffing, spikes, hold times, call abandonment, and more. From furry to feathery, and everything in between, they are here to take your animal farm of a call center to the next level.
Fonolo
JANUARY 23, 2018
The call center experience is under great scrutiny from today’s consumers. On the other hand, call center managers have to be cost-conscious in their approach to staffing. 4 Reasons to Add Call-Backs. How We do Call-Backs at Fonolo.
Fonolo
MARCH 28, 2019
Contact center managers are, at their core, problem-solvers. One of the most challenging problems they often face is dealing with unpredictable spikes in call volume. Sometimes the causes of call spikes are understood, even anticipated. Tracking Your Call Volume Data.
Fonolo
APRIL 17, 2019
This certified airline rating system is recognized as an industry benchmark of airline standards in airport and cabin staff services’ onboard products; and business-class lounge offerings. One customer tweeted in March that she was on hold for an hour, two days in a row.
Fonolo
NOVEMBER 8, 2017
Velocity takes pride in making its members feel valued, and in creating a positive customer experience, however their current service offering was not meeting these goals. Velocity was struggling with long hold times and a high number of abandoned calls.
Fonolo
NOVEMBER 2, 2017
Many organizations now report that outsourcing decisions are no longer solely based on cost reduction, but to utilize value-added services that improve the customer experience. BPOs Can Exceed Customer Expectations by Offering Call-Backs. Smooth out Call Spikes.
Talkdesk
NOVEMBER 8, 2016
November is in full swing, and we have your weekly customer service roundup as we approach the holiday season, one of the most important seasons for customer service. Evernote, Pizza Hut, Spotify and AirBnB are four big brands already on board with the new service.
Talkdesk
NOVEMBER 8, 2016
November is in full swing, and we have your weekly customer service roundup as we approach the holiday season, one of the most important seasons for customer service. Evernote, Pizza Hut, Spotify and AirBnB are four big brands already on board with the new service.
Talkdesk
AUGUST 23, 2016
With millions of stranded travelers seeking resolutions, each company’s customer service line wait times surged, resulting in even greater customer frustration. A company’s call center becomes the front line to respond to an influx of calls from customers in need.
Fonolo
OCTOBER 10, 2017
Today’s demanding consumers have high expectations when it comes to the call center experience. A surefire way to fall out of favor with a customer is to leave them on hold for more than a few minutes. The solution to hold-time is to offer a call-back as an alternative.
Clarabridge
APRIL 11, 2017
Clarabridge recently conducted a study of both contact center agents and consumers. We wanted to see where their expectations and experiences lined up when it comes to customer service calls. No surprises here—the customers and agents don’t typically see eye to eye.
Talkdesk
JUNE 27, 2016
Many call centers implement rigorous training programs as part of the onboarding process for newly hired agents. These programs often involve learning about the company, the product, customer service processes, proper phone etiquette and more. Call Center
Fonolo
SEPTEMBER 12, 2017
Consumers today are more demanding than ever, especially when it comes to the call center experience. Meanwhile, call centers are under pressure to live up to these expectations while keeping costs contained. 4 Reasons to Love Call-Backs.
Etech
FEBRUARY 19, 2018
Call centers have come along was from the institutions that emerged in the 1960s to efficiently handle high volumes of customer calls. The level of service received in a call center can determine whether or not customers continue to do business with a particular company.
Tenfold - Contact Center Blog
NOVEMBER 30, 2017
? Organizational success and long-term growth primarily depends on customer satisfaction and loyalty, and customer service has always supported corporate growth by keeping customers happy and ensuring their ongoing loyalty. Call centers do not work in a vacuum.
Interactions
JANUARY 23, 2019
Communication Service Providers (CSPs) are at the bottom of customer care ratings every year. And it’s no secret why — customers are often very vocal about their displeasure. It’s important to note that when most customers call, they’re already in a state of stress.
Tenfold - Contact Center Blog
DECEMBER 28, 2017
Improved agent efficiency and productivity turn call centers from a cost into a profit. While agents hold the keys to your company’s success, they are also the most expensive resource you have – accounting for 60% to 70% of expenses in a contact center.
aircall
OCTOBER 7, 2016
Working in a call center means being the first point of contact for a customer getting in touch with a company. As customers in every industry become more tech-savvy, the call center model has been evolving. More and more call centers are moving back from outsourced outposts in the developing world, and several have gone completely virtual. This is due to the increased expectations of customers. Call center job description.
RapportBoost
NOVEMBER 5, 2018
We were honored to be a part of this Mitel-sponsored event with our valued client, Heidi Rote, Director of North American Sales Center for Jenny Craig. is the leading conversational sales analysis platform for brands that use chat, SMS and messenger tools to engage customers.
Dialer 360
AUGUST 31, 2018
All have lousy customer support call before, you call and then you wait, you talk to an agent. While the priority function of these call has shifted from transaction to experience. As customer experience has increased dramatically in the modern digital era.
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