With 30 years of experience, ICMI’s reputation for selecting speakers and bringing the most knowledgeable experts together is unsurpassed in the industry. This year’s show will welcome 1500 attendees, 100 speakers, 75 sessions, and 100+ of the top solution providers (that’s where we come in!) in a jam-packed expo hall. You’re sure to leave the event with a ton of important information and the ability to apply new strategies to your call center. Continue reading
Author Archives: Daniela
Any career that involves working with the public can be tiresome since making customers feel happy isn’t always the easiest task. You’re often relieved when they’re satisfied, while feeling helpless when they’re not. Unfortunately, 66% of customers with a problem experience rage, and agents need to know the right ways to handle these situations skillfully.
Luckily, there are some actions a CSR can take to make sure a bad conversation ends well. Here five simple steps in chronological order:
It was February 14, 1876, when Marcellus Bailey, one of Alexander Graham Bell’s attorneys, rushed into the US Patent office in Boston to file the patent for what would be the telephone. Today, 141 years later, we celebrate National Telephone Day. On this day we observe the history of the telephone and we use social media to capture our memories of how the telephone has evolved over the years. This day also brings to mind one industry that relies heavily on the telephone, call centers.
Even with the advent of social channels and self-help, the phone is still a sought after medium for answering consumer questions. Unfortunately, call centers have a bad reputation for being difficult places to work, especially for agents (aka CSR’s). According to Contact Center Pipeline, agent attrition is a top challenge for call centers. It’s easy to overlook just how tough this job is, CSRs often have to choose between conflicting priorities such as keeping handle times low, while creating a positive customer experience.
Here’s why call center agents quit and how you can avoid it. Continue reading →
I 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:
It’s no secret to the savvy traveller that most leading airlines will limit the amount of empty seats to help boost profits. The problem is, when flights get overbooked paid passengers have to be “accommodated” to give up their seat, or in Delta’s case, it makes it difficult to rebook passengers whose flights have been cancelled. The airline industry is certainly getting its share of bad press lately. Although, unlike the abomination of an innocent bystander being ripped from a United Airlines flight, at least Delta has good reason for its negative publicity.
Last week, Atlanta was hit with severe thunderstorms, flash floods, and hail resulting in a logistical nightmare for Delta Airlines. The storm came crashing in on Wednesday, but the cancellation of flights trickled into Friday, and by the end of the week 3,000 flights had been cancelled!
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Over the past few years you’ve no doubt heard about the advances in call-back technology, but do you truly understand the ROI and how dramatically it can benefit your contact center?
Find out why an increasing number of contact centers are better handling call-volume spikes, lowering abandonment, and reducing cost-per-call, by using call-back technology. You’ll also hear directly from one call center that seized the opportunity to implement call-backs, and as a result has improved performance and the customer experience. Continue reading →
We live in a world filled with numbers. From our personal lives to our professional habitats, metrics always tend to find their way in. Our understanding of which metrics are the most relevant, and the most up-to-date, is where we typically stumble. It’s no different in the contact center space, in fact, it’s amplified. This world lives by benchmarks and call center professionals are always seeking to find the latest numbers to follow.
In light of our recent whitepaper, Top 10 Trends Shaping the Future of the Contact Center, here are the top 5 metrics to watch for in 2017. Continue reading →
Every time a customer comes in contact with your brand, whether it’s in-store or online, each interaction is a touch point that contributes to the customer experience. Consumers are demanding more, and their choices are ever expanding, which means that better service will lead to greater customer loyalty.
Here are 5 customer service mistakes that are negatively effecting your support operations.
The call center industry is a large and evolving space. With so many moving parts and new trends to understand, contact center professionals are always looking for leadership and guidance. Who are the people they can turn to and trust? Whose opinions and predictions are most valued in this industry? Fortunately we have the answer for you. Our yearly roundup of the top analysts in the industry keeps call center professionals like you informed on the best influencers to follow. These thought leaders are always quick to provide updates and analysis on the latest news and innovations in the contact center space.
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Last week, Fonolo hosted yet another insightful Google Hangout discussing BPO automation. This fabulous panel of BPO experts discussed the growing demand for automation and the new role of humans on the front line. 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: Mark Hillary from IT Decisions, Neal Topf from Callzilla, Jeremy Watkin from FCR, Peter Ryan from Ryan Strategic Advisory, and Shai Berger from Fonolo.