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Customer Service Blog

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Author Archives: Daniela

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10 Customer Experience Statistics to Help You Plan 2017

By Daniela on December 15, 2016
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10 Customer Experience Statistics to Help You Plan 2017It’s that time of year again! No, we’re not talking about building a gingerbread house or going on shopping marathons – it’s time to plan your contact center strategy for next year. Savvy companies are developing ways to help grow and improve their business. Having a plan in place is the key to goal setting, implementing the most appropriate action items, and measuring performance. One area you’re likely dissecting is the customer experience. Is it up to par with customer expectations? Are they actually happy with your service? After all, a strong CX strategy can help you retain more customers, and stop them from deflecting to competitors!

Keep these 10 customer experience statistics in mind as you tackle this area of your planning.

Continue reading →

5 Stats that Prove the Importance of Self-Service

By Daniela on December 1, 2016
4

5 Stats that Prove the Importance of Self-ServiceCustomers today don’t want to waste time and energy calling, chatting or emailing with customer service when their answers can just as easily be found using self-service. Self-service is a win-win strategy for any service organization. It allows companies to provide online support with no agent interaction, and lets customers feel empowered to find answers in their own time.

Providing self-service options to your customers is critical for delivering a top-notch customer service experience. These stats prove why self-service will be even more important in 2017.

Continue reading →

4 Takeaways: Google Hangout on 2017 CX Trends

By Daniela on November 22, 2016
1

4 Takeaways: Google Hangout on 2017 CX TrendsLast week, Fonolo hosted yet another insightful Google Hangout discussing the biggest customer experience trends for 2017. This fabulous panel of experts discussed why the customer experience deserves even more attention and investment in the New Year. 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: Dave Michels from TalkingPointz, Mike Aoki from Reflective Keynotes, Jeannie Walters from 360Connext, and Shai Berger from Fonolo.

 

 

Continue reading →

3 Powerful Retail Strategies You Probably Aren’t Using

By Daniela on November 10, 2016
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3 Powerful Retail Strategies You Probably Aren’t UsingIt’s that time of the year when Americans feast on food and spend on shopping! Thanksgiving is around the corner and with that comes Black Friday and Cyber Monday. Black Friday is generally considered the first day of the holiday shopping season, when stores start their special discounts, and Cyber Monday is the online shopping equivalent. With last year’s record-breaking online sales and more than 121 million people planning to shop, you don’t want to miss out on those post-Thanksgiving dollars.

Here are three easy strategies you can use this month to prepare your retail business for the ultra-feast of consumer spending. Continue reading →

Google Hangout: 4 Must-Know Customer Experience Trends for 2017

By Daniela on November 3, 2016
Reply

Google Hangout: 4 Must-Know Customer Experience Trends for 20172017 is quickly approaching and with that comes a new set of predictions! Since customer expectations are changing just as rapidly as the advances in technology, enhancing the customer experience is an ongoing goal for most companies. Gartner says that this year alone, 89% of organizations competed solely on the customer experience.

We’re in the middle of what many people are calling the ‘Age of the Customer’, where customers expect consistent experiences across multiple channels (including in-person and digital). They don’t care if providing these experiences is difficult, or if it requires a complex approach using multiple departments. Customers simply want to be catered to, and will go elsewhere if you can’t do that. Continue reading →

7 Customer Service Facts that Actually Add Value

By Daniela on October 27, 2016
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7 Customer Service Facts that Actually Add ValueMost businesses understand the value of exceptional service and how it can make-or-break customer retention. The truth is, people genuinely remember positive interactions, specifically when phoning into your contact center, and they use those experiences to guide their shopping decisions. Surprisingly though, many organizations still need to be convinced that excellent customer service is essential to their success. They’re clearly stuck in a time when the key to winning customers was solely based on the quality of your product and not particularly in the service you deliver.

We’re here to set the record straight once and for all, and to prove that things have changed when it comes to customer loyalty. If you haven’t made outstanding customer service a top priority at your company yet, these 7 facts will make you think twice: Continue reading →

How to Make Your Call Center the Spookiest Spook Around

By Daniela on October 20, 2016
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How to Make Your Call Center the Spookiest Spook AroundWhen you’re on the phone for the majority of your shift, the workday can seem quite endless. To break up the monotony, call center managers can embrace a fun environment. Some do this as part of their ongoing culture – good for you! Others just look forward to certain times of the year – either way works. Luckily, a fantastic opportunity is just a week away: Halloween.

Halloween is an amazing way to promote agent engagement, encourage team building and, best of all, have a spookingly fun time doing it! Here are 4 ways to make your call center hauntingly fun this Halloween. Continue reading →

Is Your Call Center Prepared for Unexpected Spikes in Call Volume? [Vlog]

By Daniela on October 13, 2016
Reply

Is Your Call Center Prepared for Unexpected Spikes in Call Volume?Today is a great day at the call center. The message boards assure you that all is well, meaning your support team is in complete control. Phew!

Then all at once, the message boards light up like Christmas trees, the phones start ringing off the hook and your agents turn to you with that “deer in the headlights” look. Facing spikes in call volume is one of the top challenges for contact centers.

It doesn’t matter how many support reps you have available: When spikes hit your contact center, hold times escalate, customers become frustrated, SLAs become impossible to meet, and your agents suffer the consequences. The bad news is that your great day at the office just took a turn for the worse. The good news is that we have a solution to this problem. Continue reading →

[Webinar] 4 Contact Center Tips for Managing Spikes in Call Volume

By Daniela on October 6, 2016
Reply

[Webinar] 4 Call Center Tips for Managing Spikes in Call VolumeCan you relate to this statement: “We are generally staffed well enough to handle normal call volume but find that we regularly have spikes that we can’t handle.”

Rest assured you’re not alone. Even call centers that manage forecasting and establish strict SLA’s experience spikes in call volume. Anything from extreme weather conditions to product recalls can flood your call center in an instant. The result is an increase in average handle time, an escalation in hold time, and frustrated customers. Continue reading →

Join Fonolo at ICMI’s Contact Center Demo and Conference

By Daniela on October 4, 2016
Reply

Join Fonolo at ICMI’s Contact Center Demo and ConferenceAre you ready to discover the latest technology and services to improve operations? We invite you to join us at this year’s ICMI Contact Center Demo & Conference taking place October 25-27 in Dallas, TX.

In this ever-changing era, the modern contact center must find new ways to manage intensifying pressures placed upon the industry. By attending ICMI’s Contact Center Demo & Conference executives will learn how to achieve and exceed the expectations set for today’s contact center. You will also find a demo hall full of the latest technology and services to prepare you for the future, as well as plenty of opportunities to network and learn from your peers who have experienced and conquered some of your same unique challenges. The benefit from that kind of face-to-face interaction is priceless! Continue reading →

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