Fonolo

JUNE 5, 2018

Last week, Fonolo hosted an insightful live discussion on the top call center metrics you need to be tracking. This expert panel discussed NPS for customer satisfaction, popular call center metrics, the future of the voice channel, and so much more! Are Phone Calls Growing or Shrinking?

Call Center 79

Call Center Metrics Average Handle Time Self service 79

Fonolo

NOVEMBER 29, 2018

As always, we keep watch of trends and issues pertinent to contact centers, continuously shifting due to technological advancements; mergers and acquisitions in the SaaS space; the realigning of customer service and experience priorities on the part of brands; and more. Going forward, what will these trends be?

Contact Center 73

Contact Center Gamification contact center workforce Education 73

Fonolo

NOVEMBER 30, 2017

If your call center still makes customers cringe when they dial into support, it’s time to take action. If you’re a customer who assumes the experience will be a bad one, then you’re setting yourself, and the call center up for failure. So, what are call centers waiting for?

Interactive Voice Response 194

Interactive Voice Response Call Center Contact Center Metrics 194

NobelBiz

FEBRUARY 13, 2024

The call center industry has been changing faster than ever, due to technological breakthroughs and constantly evolving customer demands. In 2024, businesses have the crucial responsibility of understanding and adopting the latest technology trends in customer service.

call center software 59

call center software Call Center Interactive Voice Response Contact Center 59

Global Response

FEBRUARY 13, 2022

BPO call centers: what are they and how can they help your business? Either way, it might be time to outsource your call center. A BPO call center can provide huge benefits for your business, while also being more cost-effective and freeing up time and resources within your internal team.

Call Center 62

Call Center outsourcing Business Process Outsourcing Telemarketing 62

Fonolo

FEBRUARY 15, 2018

Here are five things you can do to take your contact center to customer relationship center. Go beyond the standard call center metrics! Find where your customer live and expose your brand to those channels. Remember, better customer relationships start at the call center.

Call Center 75

Call Center Contact Center Big data Coaching 75

Fonolo

JULY 19, 2018

The headlines were cranked up to eleven: “Google’s Duplex AI could kill the call center.”. Google Is Reportedly Looking to Take Over Call Centers.”. As usual, the press misunderstands the role of the call center, and the forces that might make it grow or sink. — Quartz. — Gizmodo.

Call Center 72

Call Center Self service Contact Center Interactive Voice Response 72

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. How Can Call Centers Prepare for Unexpected Volume Spikes?

Customer Service 75

Customer Service Management Call Center Morale 75

Fonolo

MARCH 22, 2018

In a society becoming increasingly obsessed with text messages, DMs, and emojis, it turns out that authentic, real-time human interaction through phone calls is still the preferred way to deliver optimal customer service. Customers’ Trust a Person’s Voice Over Text. Positive Phone Calls Make People Feel Good.

Customer Service 79

Customer Service Customer retention Call Center Contact Center 79

Fonolo

JANUARY 31, 2018

It’s going to be a big year in the world of contact center and in customer service technology. Will this be the year that messaging platforms from Facebook, Apple and others reach critical mass as a channel for customer service? Will Avaya soar upwards, freshly unburdened from its decade of debt?

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

Fonolo

MARCH 4, 2020

“How does ADP do customer service so well?”. Amar Sidhu leans in and chuckles, “That’s easy — we’re customer-obsessed.”. Sidhu, the Senior Vice President of Service Delivery at ADP Canada — and leader of over 1000 associates on a day-to-day basis — knows what he’s talking about. This is their story.

Customer Service 122

Customer Service Metrics Call Center Contact Center 122

Liveops

DECEMBER 27, 2018

12 customer service resources that CX leaders need to review before 2019. When it comes to running or working with a contact center in 2019, there is a lot leaders can learn from what experts had to say about the state of customer service in 2018. Here’s what the experts said about customer service in 2018: 1.

Contact Center 81

Contact Center Customer Service Call Center Virtual Agent 81

Fonolo

MARCH 27, 2018

Last week, Fonolo hosted an insightful live discussion on how the new Twilio / Amazon “stack” will impact call center technology decisions moving forward. This expert panel discussed the unexpected power couple, the impact on call center innovation, and so much more! Amazon and Twilio Dominance in The Call Center World.

Call Center 59

Call Center SaaS Contact Center Metrics 59

Jon Arnold

OCTOBER 16, 2020

Next Tuesday, I’ll be speaking on a webinar about the “data deluge” that contact centers need to manage, especially for improving the all-important CX – customer experience. Back when the contact center was the call center, almost all customer engagement was over the phone.

Big data 98

Big data Contact Center Analytics Metrics 98

Fonolo

APRIL 11, 2018

This phenomena is especially exacerbated when it comes to a negative experience with customer service. The truth is that a negative customer service experience can spread like wildfire through social media, causing some serious damage to consumer trust and brand perception.

Telecommunications 105

Telecommunications Call Center Contact Center Customer Service 105

Fonolo

DECEMBER 6, 2017

According to the 2017 American Customer Satisfaction Index (ACSI) , airlines remain in the bottom one-third of industries for customer experience. Specifically, airline call center satisfaction is one of the lowest ranked in the industry. White Paper: 9 Critical Contact Center Trends for 2018.

Airlines 0

Airlines Telecommunications Benchmark Call Center 0

Fonolo

FEBRUARY 1, 2018

There are a few things to keep in mind when building an A+ team of call center agents. We already know how monotonous a call center agent’s role can be but, by making the training process exciting and fun, you’re creating a better environment for everyone. White Paper: 9 Critical Contact Center Trends for 2018.

Contact Center 92

Contact Center Call Center Metrics Feedback 92

Fonolo

APRIL 24, 2018

In just the last month we saw the release of Apple’s Business Chat, the announcement of Twilio’s new Flex call center platform and the acquisition of Altocloud by Genesys. A new privacy regulation (GDPR) has multiple impacts on call centers that operate in, or provide service to, Europe. Where to get it: [link].

Contact Center 99

Contact Center Call Center Self service Surveys 99

Fonolo

APRIL 4, 2018

Apple announced “Business Chat” in June, staking a claim to a vital piece of the ecommerce landscape: the channel for customer service communication. Apple clearly has a vision for how customer service should work. Chat has been the tantalizing future of customer service for a long time. No Bots Please.

Customer Service 90

Customer Service Chatbots Government Contact Center 90

Liveops

DECEMBER 27, 2018

12 customer service resources that CX leaders need to review before 2019. When it comes to running or working with a contact center in 2019, there is a lot leaders can learn from what experts had to say about the state of customer service in 2018. Here’s what the experts said about customer service in 2018: 1.

Contact Center 48

Contact Center Customer Service Call Center Virtual Agent 48

Fonolo

MAY 7, 2015

UPDATED FEBRUARY 2020: The call center is an extremely stressful work environment. Simply knowing how to run a call center isn’t enough for success. Those with this special ability often create an experience that pleases customers and agents, without exceeding their budgets; a truly remarkable feat.

Call Center 126

Call Center Management Contact Center Coaching 126

Fonolo

MAY 1, 2018

Produced by ICMI, a trusted advisor in the industry, the Contact Center Expo & Conference educates and motivates professionals looking to further their knowledge in an industry undergoing constant change. Call center professionals know they can rely on the show to deliver a comprehensive, intuitive program.

Contact Center 62

Contact Center call center professionals Education Call Center 62

Fonolo

JULY 5, 2018

What does the future hold for customer service? A common theme in answer to this question is, “Improvements in automation and self-service will erode the importance for call centers.” White Paper: 9 Critical Contact Center Trends for 2018. FCR is Undeniably the Most Important Metric.

Chatbots 100

Chatbots Self service Interactive Voice Response Banking 100

VocalCom

JUNE 22, 2020

To operate the switch, offering intuitive and efficient digital tools for the contact centers workforce is crucial. Finding new ways to engage, train and manage agents is key: a staggering 74% of call center agents are at risk of burnout ( Toister Solutions ). call center is that HR methods adapt too.

Brand ambassadors 62

Brand ambassadors Contact Center contact center workforce contact center solutions 62

Fonolo

APRIL 30, 2018

Produced by ICMI, a trusted advisor in the industry, the Contact Center Expo & Conference educates and motivates professionals looking to further their knowledge in an industry undergoing constant change. Call center professionals know they can rely on the show to deliver a comprehensive, intuitive program.

Contact Center 52

Contact Center call center professionals Education Call Center 52

Fonolo

JANUARY 18, 2018

Here’s Fonolo’s 4 th annual list of Top Analysts Covering the Customer Experience for 2018! White Paper: 9 Critical Contact Center Trends for 2018. Several trends are poised to make a significant impact on contact centers around the globe. This white paper explores key areas that are sure to shake up the industry.

Customer Experience 0

Customer Experience Contact Center Metrics Feedback 0

Calltools

SEPTEMBER 4, 2019

Blog posts, white papers, and guides all offer value to your leads. Then again, you can’t expect your marketing team to seal the deal by converting interested people into customers. It helps to track metrics like website visits, social media interactions, and advertisement views.

call center software 40

call center software Call Center Interactive Voice Response Sales 40

Fonolo

APRIL 24, 2018

In just the last month we saw the release of Apple’s Business Chat, the announcement of Twilio’s new Flex call center platform and the acquisition of Altocloud by Genesys. A new privacy regulation (GDPR) has multiple impacts on call centers that operate in, or provide service to, Europe. Where to get it: [link].

Contact Center 57

Contact Center Call Center Self service Surveys 57

Fonolo

JANUARY 3, 2018

As a customer service leader, you know that not every interaction is going to go smoothly. Sometimes it’s easy to maintain your composure while dealing with a customer complaint, other times it’s more difficult. This customer wants to feel validated and important, and maybe you just aren’t the one to do this.

Contact Center 97

Contact Center Feedback Personalization Metrics 97

Fonolo

NOVEMBER 29, 2017

This coming year, several key trends are poised to make a significant impact on contact centers around the globe. Ultimately, every call center needs to make decisions from the perspective of their customers. A Focus on Customer Experience Strategies. FCR is Undeniably the Most Important Metric.

Contact Center 16

Contact Center First call resolution Metrics Call Center 16

Callminer

APRIL 23, 2019

These phone calls are often kept for many reasons, including: Protection against liability. To ensure the quality of customer service. To train and evaluate call center staff. Perhaps the strongest reason companies record and/or transcribe calls is that it’s often required by government entities.

Best practices 159

Best practices Call Center Banking Contact Center 159

COPC

OCTOBER 13, 2021

To learn more about these priorities, check out our white paper , The 2021 State of Contact Center Vendor Management. However, respondents shared that 83% of outsourced contact centers now had WFH staff after the pandemic. Chat continues to be one of the fastest-growing customer service channels.

Best practices 52

Best practices outsourcing Contact Center Call Center 52

RapportBoost

NOVEMBER 15, 2018

For starters, the emphasis for call centers and customer service teams to employ “omnichannel” solutions took center stage. These initiatives will soon find their way into the priorities of most call center and customer experience strategies. Don’t assume they’ll “pick it up.” .

Call Center 71

Call Center Telecommunications Technology Chatbots 71

Fonolo

FEBRUARY 7, 2013

The best way for a call center to stand out as a leader is through the customer experience. Most callers will begin subconsciously rating their customer experience from the beginning of the interaction, regardless of the channel; phone, web, social media, or mobile app. Why is average wait time an important metric?

Call Center 62

Call Center Interactive Voice Response Wait times Abandon rate 62

COPC

NOVEMBER 5, 2021

This channel has become one of the fastest-growing customer service channel offerings. If agents undergo the proper training, they will help resolve customers’ inquiries more efficiently and effectively. Plus, they can potentially convert and retain their organization’s customers if they have a positive experience.

outsourcing 52

outsourcing Contact Center Journey mapping Best practices 52

Comm100

APRIL 8, 2016

Surprisingly, Amazon’s success isn’t rooted in multi-million dollar advertising campaigns or shortening product life cycles, but rather, the desire to be the “Earth’s Most Customer-Centric Company” In the mind of Bezos, the success of a business is dependent on the ability to hone in on customer satisfaction.

Customer Service 42

Customer Service Advertising Call Center Scripts 42

Noble Systems

JANUARY 30, 2019

Many of the 2019 trends indicate a “back to basics” approach with an emphasis on the ultimate goal for contact centers — to foster meaningful connections with consumers. After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59