COPC

OCTOBER 13, 2021

This blog entry was written in conjunction with our upcoming Optimizing Post-Pandemic Contact Center Outsourcing Relationships pre-event workshop during Execs In The Know’s Customer Response Summit. Please register here to attend the event on Monday, October 18, 2021, from 11:00 AM – 12:30 PM ET/8:00 AM – 9:30 AM PT.

Best practices 52

Best practices outsourcing Contact Center Call Center 52

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. In addition to talking ‘call-backs’, he has a confession to make. Enter Call-Backs.

Call Center 108

Call Center Contact Center Engineering Construction 108

Fonolo

FEBRUARY 13, 2019

Our inboxes here at Fonolo HQ are full of great reports covering call center technology and trends. Report # 1: The US Contact Center Decision-Maker’s Guide 2018-19. This year’s edition is based on questionnaires answered by 222 contact center managers and directors, and weighs in at a healthy 363 pages!

Contact Center 57

Contact Center Call Center APIs Technology 57

Fonolo

SEPTEMBER 18, 2018

The highlight for me was a fireside chat with Dan Miller , Mitch Lieberman and Chris Messina over what exactly is meant by saying something is “conversational”. Chris popularized the term “conversational commerce” in a widely-read blog post a few years ago, so some say he “coined” the phrase. Some Background.

Contact Center 65

Contact Center Advertising Big data Call Center 65