You may think that watching movies and television shows is something you do for sheer amusement – providing little educational value. Well, think again! I know I recently spoke about the importance of reading vs. watching television in my latest blog on the top customer experience books, but let’s not completely underestimate the power of the tube. You’ve likely learned some real life lessons, long after the popcorn and peanut M&M’s had been devoured. So to the customer service folks who are ready to take more away from TV and movies then simply an entertainment fix – this one is for you.
Below I’ve illustrated seven lessons about customer service we can all learn from TV shows, movies, and even cartoons! Continue reading
![3 Takeaways from Our Live Discussion on How the Twilio / Amazon ‘Stack’ is Changing the Call Center [Video]](https://fonolo.com/wp-content/uploads/2018/03/3-Takeaways-from-Our-Live-Discussion-on-How-the-Twilio-Amazon-‘Stack’-is-Changing-the-Call-Center-Video.png "3 Takeaways from Our Live Discussion on How the Twilio / Amazon ‘Stack’ is Changing the Call Center [Video]")
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! To save you some time, we’ve extracted video snippets showcasing highlights from the discussion.
Some people tend to go through life without making changes to their appearance. Others frequently change their look to reflect current trends or change with the seasons; women sometimes go from long hair to short, men often grow a beard. Regardless of the change, even minor improvements can have a dramatic impact. Let’s apply the same concept to the contact center.
The field of customer service is very close to my heart. As a young student I worked as a customer service representative, and as a “young” professional, I’ve dedicated myself to a solution that 
The relationship between contact centers and their customers can be a volatile one. Sometimes the experience is just not up to par, other times customers are ranting and raving about how happy they are. I’m sure your contact center can relate to both sides of the spectrum. Just keep in mind, there are always things you can do to increase the amount of positive outcomes you receive. Yesterday, Cupid drew his bow to embrace the love between contact centers and customers. After you put these strategies in place, be sure to review them again and again – consistency is the name of the game.
We’re excited to share with you our most recent success story featuring The General Automobile Insurance Services!
There are a few things to keep in mind when building an A+ team of call center agents. First and foremost, make sure that you’re hiring the right people (that’s of course more difficult than it sounds). Once the right candidates are in place, the training becomes critical. 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. Remember, it’s not just the initial training that’s important; creating a culture of continuous learning is also essential to the success of your contact center.
