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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![Why Call-Backs Are Important for Every Contact Center [Webinar]](https://fonolo.com/wp-content/uploads/2017/04/Why-Call-Backs-Are-Important-for-Every-Contact-Center.jpg "Why Call-Backs Are Important for Every Contact Center [Webinar]")
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?
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.
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.
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.![[Video] 3 Takeaways from Our Google Hangout on BPO Automation](https://fonolo.com/wp-content/uploads/2016/05/Video-4-Takeaways-from-Our-Google-Hangout-on-Chatbots.jpg "[Video] 3 Takeaways from Our Google Hangout on BPO Automation")
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.
Mark your calendars! 
Celebrated on February 2nd, Groundhog Day is when we wait in anticipation to see the groundhog emerge from its burrow. If he sees his shadow, there’s supposed to be six more weeks of winter, and if there’s no shadow it means that spring is near. For me, it always brings back memories of the “
