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Customer service and customer experience blog for call center professionals

Author Archives: Daniela Puzzo

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Top Call Center Metrics You Need to be Tracking [Live Discussion]

By Daniela Puzzo on May 15, 2018
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Top Call Center Metrics You Need to be TrackingEveryone knows how important it is to monitor metrics, but do you know how to pick the right ones, and implement an effective strategy? The trick to successfully manage metrics is to specifically identify which data points are relevant to you, and to analyze what that data means to your organization. What makes this task so daunting for contact centers is the sheer number of metrics to choose from: Service Level, Customer Satisfaction Score, Abandon Rate, First Call Resolution, Average Speed to Answer, and the list goes on.

Ultimately, tracking the right numbers is essential to managing a well performing contact center. However, as call centers serve an increasing number of channels and agents are stretched into new roles, the act of choosing the right metrics becomes even more confusing.  Continue reading →

Join Fonolo at ICMI’s Contact Center Expo & Conference

By Daniela Puzzo on May 1, 2018
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Join Fonolo at ICMI’s Contact Center Expo & ConferenceTradeshow season is upon us! What better way to start the action than by exhibiting at the highest rated event for contact center professionals? Join Fonolo at the Contact Center Expo & Conference, May 21-24, 2018 at the Walt Disney World® Resort in Orlando, Florida. Produced by ICMI, a trusted advisor in the industry, the Contact Center Expo & Conference educates and motivates professionals looking to further their knowledge in an industry undergoing constant change. Continue reading →

Quick Tips to Help Call Center Agents Survive in 2018

By Daniela Puzzo on April 26, 2018
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Quick Tips to Help Call Center Agents Survive in 2018I read countless articles on how to reduce stress in the call center and often wonder, “why is the contact center environment so traumatic?” Well, there are a few reasons for this. The first is quite obvious: Most call center horror stories feature an angry customer, venting their frustration about a faulty product or terrible service. Dealing with angry customers is difficult! Other causes of stress in the call center are less noticeable, ranging from a lack of social support, to feeling undervalued, to role conflict between employees.

Realistically, there are always going to be angry customers, but isn’t it interesting that all the other stress-inducing areas are internal to the contact center? What this means is that we can potentially solve these problems.

Every leading organization understands the importance of having happy people in their front-line staff. Here are some tips for call center managers to help agents survive the year, and ultimately reduce stress in the workplace.

 

Continue reading →

Incredible Lessons About Customer Service from Movie Clips

By Daniela Puzzo on April 19, 2018
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Incredible Lessons About Customer Service from Movie ClipsYou 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 →

Top 10 Customer Service Blogs to Follow in 2018

By Daniela Puzzo on April 19, 2018
13

Top 10 Customer Service Blogs to Follow in 2017I think it’s fair to say that people feel the need to constantly improve in their career, regardless of their profession. Some may sharpen up on their skills by attending a course, others may sit through a 1-hour webinar, and some may register for a tradeshow. In the case of the customer service profession, we find them to be a verbose group of dedicated blog followers. They love to read about the latest analyst findings, or interesting tips and tricks for how to spice up their support department.

Since Fonolo is a popular customer service blog contributor, we understand how hard it can be to find top-notch content from reputable sources. To save our dedicated readers some valuable time, we’ve compiled a list of the top 10 customer service blogs to follow. Here they are in no specific order:

Continue reading →

Top Customer Experience Books You Need to Read

By Daniela Puzzo on April 12, 2018
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Top Customer Experience Books You Need to Read

Even if you’ve only read one really great book in your life, you probably understand the satisfaction one gets after turning that last and final page. It feels good to know you didn’t waste hours in front of the television; instead, you gave yourself the opportunity to explore your imagination.

If you’re an avid reader, I’m sure there have been times where you haven’t quite reached this sense of accomplishment. I used to believe that you should read each book until the very end, even if you don’t like the contents of the storyline. But a wise reader helped me to change my approach. If a book isn’t speaking to you, it’s ok to put it down and move on to the next one. You might lose that feeling of satisfaction, but you’ll be content in moving forward to a better read.

In any event, reading provides a slew of benefits. It gives you knowledge, improves memory, develops imagination, and also translates to better writing abilities. These are all great skills for any customer experience leader. We’ve listed six solid reads below; take some time to peruse this book list and pick the ones you like. You’ll be sure to obtain valuable insights from CX experts and anyone working in a customer facing role!

 

Continue reading →

3 Takeaways from Our Live Discussion on How the Twilio / Amazon ‘Stack’ is Changing the Call Center [Video]

By Daniela Puzzo on March 27, 2018
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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.

First, let’s take a quick look at the panel of speakers: Alan Quayle, Dave Michels, Nicolas de Kouchkovsky, Shai Berger. Continue reading →

9 Contact Center Interview Questions (and Answers to Look For)

By Daniela Puzzo on March 15, 2018
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9 Contact Center Interview Questions (and Answers to Look For)

If you’re on the hunt for great talent, you’ll appreciate how time consuming the hiring process can be. This is the starting point to finding your next great employee, someone who will take part in influencing the company culture and success – that’s no easy feat. Unfortunately, the contact center space is one that experiences great churn, making the interview process even more critical. Take a moment to consider the cost associated with employee turnover, including interviewing, onboarding, and reduced productivity, just to name a few. This is a huge expense for call centers, and one that can be easily reduced.

Continue reading →

How the Twilio / Amazon ‘Stack’ is Changing the Call Center World [Live Discussion]

By Daniela Puzzo on March 8, 2018
2

How the Twilio / Amazon ‘Stack’ is Changing the Call Center World The number of cloud-based call centers is growing quickly and they are increasingly built on top of Amazon and/or Twilio. That includes both newcomers like TalkDesk and Serenova, as well as legacy vendors like Avaya and Genesys. However, Twilio and Amazon now have their own call center platforms (essentially competing with their own customers). Will the Amazon / Twilio “stack” define the contours of the next generation of call center?

 

Continue reading →

Give Your Call Center a Customer Service Makeover

By Daniela Puzzo on March 1, 2018
1

Give Your Call Center a Customer Service MakeoverSome 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.

Some contact centers operate the same way, year after year, offering their services via the same channels, with no interest in making changes or improvements. Others undergo makeovers, both big and small, and enjoy all the accompanying compliments. The industry praises them, their customers are happy, and agents are proud of their place of work.

Follow these 5 simple steps to give your call center the makeover it deserves.

Continue reading →

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