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How to Develop a Customer Service Strategy for Your Contact Center

No matter how great your product or service is, the success of your contact center largely depends on the customer service you provide. Ultimately, if customers don’t have a good experience, they’re...

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How to Improve Call Center Agent Productivity

High call center agent productivity is every call center manager’s dream. Not only does it lead to higher profits and lowered costs, it also results in better employee engagement and improved customer...

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Call Center Optimization: 5 Methods to Improve Your Operation

To optimize your call center’s performance, you need to think about improving your customers’ experience. After all, customer-centric companies are 60% more profitable. While incredible customer...

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5 Tips to Prevent Call Center Agent Burnout Before it Begins

If you’ve ever experienced burnout, you know how catastrophic it is. Burnout is a mix of feeling exhausted, negative, and distant from your job all at once. It also results in reduced efficiency at...

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8 Tips for the Ideal Call Center Environment

A company’s work environment isn’t just about air conditioning, water cooler chats, and table tennis. Employees, especially call center agents, spend a significant portion of their lives at work. Your...

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3 Types of Call Center Environments Post-COVID

Last year, COVID-19 shifted many call center environments to new models. Nation-wide lockdowns forced many call center companies to either shut down or adapt to a work-from-home model. Despite the...

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Top 4 Best Practices for Call Routing

Some companies have long contact pages, with hundred phone numbers linking to every department or important person. Imagine scrolling through that list, getting the wrong number, and having to try...

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3 Reasons Your Call Center is Missing Benchmarks

If sales and profits are up, business is good, right? Usually, yes. But customer success leaders know that performance isn’t always based solely on profit. Call center managers must be aware of...

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How to Create a Call Center IVR Script

When customers call your customer service line, greeting them with a friendly and easy-to-navigate interactive voice response system is a standard in call center software. This is often the first stage...

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How to Create a Customer Service Strategy That Drives Business Growth

As a call center leader, you have one main goal — to grow your long-term customer base. To do that, you need to keep your customers happy. Call center performance is heavily weighed on customer...

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3 Key Strategies For Call Center Customer Service

Your call center’s customer service strategy dictates customer loyalty, agent satisfaction, and company growth. No matter what product or service you offer, your approach needs to be nothing short of...

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How Tone of Voice Affects Customer Service

As the old saying goes: “you can hear a smile through the phone.” It may be a bit cheesy, but it’s true. Studies have proven that tone of voice in customer service is even more important to a...

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How to Evaluate Call Center Manager Performance

As a call center leader, you rely on your call center managers to ensure everything runs smoothly. But call center managers don’t have easy jobs — reviewing metrics, engaging employees, onboarding new...

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5 Reasons to Invest in a Virtual Hold Solution

Customers nowadays fear the dreaded hold mantra of “Thank you for holding, your call is important to us, please continue to hold…” Virtual hold technology has resolved this dreaded game of cat and...

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The Complete Guide to Call Center Management

Congratulations, call center manager! You’re stepping into a world full of exciting challenges, impressive individuals, and constant evolution. There’s never a dull moment in a call center with a...

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Everything You Need to Know About Adherence Reporting in the Call Center

Efficiency is important to every business, but in a call center, it directly impacts your success. While efficiency can be difficult to quantify, adherence reporting can help you gain insights on the...

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6 Tips to Improve Your Contact Center’s Net Promoter Score

The reviews for your contact center are in—but they won’t be found in the newspaper or on Rotten Tomatoes. You can see what your customers think about your contact center by determining your Net...

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4 Tips for Surviving in a Retail Contact Center

With businesses reopening after COVID-19 closures, US economist Mark Zandi asserts that retailers benefited significantly from the reopening economy. Moreover, retail spending is expected to increase...

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Optimize Your Call Center Layout with These 5 Tips

Traditional call center environments are often busy, fast-paced environments, but it doesn’t need to be that way. Conversations around call center optimization often focus on technology, training, and...

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3 Tips to Reduce Cost Per Contact in the Call Center

When it comes to keeping a pulse on the health of your contact center, cost per contact can be a very handy tool. This key performance indicator (KPI) provides insight into how effective agents are at...

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