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The Power of Virtual Queuing in Today’s Contact Center
Contact center managers know that virtual queuing technology is essential to keeping operations running smoothly. It underpins some of the most useful tools agents have to handle large and changing...
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Industry Report: State of the Contact Center 2024
With the labor shortage, a workforce in transition, and the dynamic (but disruptive) impact of AI, managing a contact center in 2024 can be a real workout. Why not take a break from the heavy lifting...
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Audio Giant Delights Customers with Fonolo Call-Backs in Amazon Environment
As a global leader in audio, video and collaboration solutions, the Danish company Jabra knows a thing or two about delighting customers. After all, Jabra has been creating best-in-class technology...
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Why is Call Abandonment Still a Thing?
Why is call abandonment still a thing? Can’t technology put an end to this problem once and for all? Now there’s a tantalizing question! You likely know the answer, but let’s take a closer look. If you...
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Contact Center Trends 2024: Our Predictions
Contact center trends move fast, which makes trend-spotting an invigorating sport for those who dare to participate! We’ve gazed into the crystal ball here at Fonolo, and we see fascinating changes...
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Active Listening for Contact Center Agents: 5 Examples
Active listening is an essential skill for contact center agents for one very good reason: customers want to be heard. Come to think of it, everybody wants to be heard! Of course, customers want a lot...
View ArticleIs Your Chatbot Really Just an IVR: Webinar Highlights
A well-designed chatbot can be a powerful addition to your call center toolkit. This is good news because we know for certain that customers want self-service options. Zendesk reports that 67% will...
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Customer Expectations: The Complete Guide
Companies place a great deal of importance on meeting customer expectations. According to Forrester, nearly 95% of leaders say that providing a good customer experience is a top strategic priority, and...
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SLAs For Today’s Contact Center
If you’re in the contact center industry, 80/20 service levels are likely nothing new. You may have used 80/20 service levels in your operations! You may have wondered where those SLAs came from and if...
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Is Your Chatbot Really Just an IVR?
2023 was all about chatbots. ChatGPT stole most of the headlines, but as companies across the planet worked hard to get their bots chatting, many questions started to bubble to the surface. FREE...
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The Ultimate Guide to Call Center Agent Performance
Ready to level up your contact center team? Improving call center agent performance can seem overwhelming, and you might wonder where to start. Don’t fret — the simple suggestions and methods discussed...
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Manager’s Guide to Contact Center Goal-Setting
Executives and managers know that contact center goal-setting helps usher in progress and bring about positive change. Why? In a busy customer service department, having an agreed-upon set of...
View ArticleActive Listening for Contact Center Agents
Call centers are at the heart of modern customer service and that makes active listening an indispensable CX tool. As call center managers, you have the power to train and encourage your agents to...
View Article3 Ways Internal Call-Backs Support Your Employees
Call-backs are a game-changer for contact centers dealing with an influx of inbound calls. But did you know that they can also help streamline your internal processes? It’s true! How does it work?...
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Occupancy Rate: The Complete Guide
When it comes to demystifying call center metrics, ‘occupancy rate’ shouldn’t be forgotten. Occupancy rate is basically a measure of how “busy” call center agents are when they are at work. It is...
View ArticleWhy Call-Back Algorithms and Estimated Wait Times Fail
Call-backs are an excellent tool that can benefit both customers and businesses – when they’re designed and implemented correctly. It’s important to understand that call-back products using algorithms...
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Active Listening is Key to Great Customer Service
Active listening skills are the foundation of effective communication. In customer service, this means being totally focused on the words your customer is saying, understanding what those words mean...
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Customer Perception: The Complete Guide
Customer perception has never mattered more. In the age of social media backlash and call-out culture, how your customers feel about your brand is key to your success. Although it’s almost impossible...
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The Complete Guide to Visual IVR
The contact center industry boasts some of the most intelligent and innovative CX technologies out there. Visual IVR – now known as Fonolo’s Web Call-Backs – was one of the first self-service...
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Things I Wish I Knew Before Adding Call-Backs to My Contact Center
Today’s customers expect more from customer service. They want prompt, reliable, integrated service and they will not linger if it’s not readily available. Their patience is never shorter than when...
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