![[Webinar] How to Lower Abandon Rates and Improve the CX with One Solution](https://fonolo.com/wp-content/uploads/2017/09/How-to-Lower-Abandon-Rates-and-Improve-the-CX-with-One-Solution-300x200.jpg "[Webinar] How to Lower Abandon Rates and Improve the CX with One Solution")
Have you ever wondered why credit unions continue to rank the highest for customer satisfaction compared to other financial institutions? The reason for their continued success is simply because they work diligently on building a strong customer experience for their members. But when unpredictable events occur, even the best in the industry need a helping hand. Dealing with a spike in call volume or a shortage of agents can be detrimental to the call center experience. The result is typically a rise in hold time, an increase in abandonment, angry callers, and stressed out agents.
Fortunately, there’s an easy and affordable approach that call centers can take to protect themselves against these common scenarios. Continue reading
Here’s an obvious statement for you, “Make sure customers are 100% happy with their experiences”. This truth goes without saying, since happy customers – those who actually like doing business with your brand – are also more likely to be loyal to your brand. And as you know, a happy customer is the result of having positive experiences with your business, which leads to increased customer satisfaction and ultimately revenue generation.
We’ve been chatting a lot about customer satisfaction (CSat) recently, but for very good reason; measuring the degree to which your product / service meets customer expectations is critical to the success of your brand, regardless of the vertical or size. In our most recent whitepaper, we provide a playbook for contact centers to use as a 
Whether you’re a customer service director, manager, or representative, reading a few good words of wisdom always seems to help inspire your next course of action. Especially when those words are from veteran leaders, who have said some amazing things about how to interact with your customers, and how to motivate you and your team to succeed.
We’ve all had our share of amazing customer service experiences, and we can attest that when a company goes above and beyond the call of duty we not only share those experiences, we also become loyal customers. Sometimes these stories don’t get the attention they deserve. In fact, it’s more common that the stories we do hear about are the ones where customers are unhappy because of a bad experience. It’s not fair that we constantly have to shame brands. Let’s take a moment to share 5 amazing acts of kindness from well-known brands across a number of industries.
A recent report discussing the 
What does customer service mean to you? One might think the answer to that question is universal, but that’s not necessarily the case. People will define customer service in different ways. A retailer might think it means ensuring customers quickly find what they need online or in-store, and a financial institution might think it means ensuring that they respond to customers in a timely fashion. Since Fonolo is a solution built for the contact center space, I started to think about what customer service means to a call center agent. The first thing that came to mind was handling a difficult customer. For a CSR to be successful they have to understand how to deliver customer service in the most challenging of situations – with an irate customer.
As a call center manager, have you ever talked about deploying a call-back solution? If so, you have likely discussed the types of call-back options available to you. Some have the feature built in to their existing call center platform, or can have it added through their software provider while others – who are looking for a more robust solution – typically turn to a third-party vendor. Regardless of the approach, there are two types of call-back methodologies in the market, and oftentimes the call center manager doesn’t realize the vast differences between the two. Before we get into that, let’s talk a bit about call-backs for those of you who are new to the idea.
