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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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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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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...
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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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...
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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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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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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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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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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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