It’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.
Customers 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.
Last 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.
It’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 
Most 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.
When 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.
![[Webinar] 4 Call Center Tips for Managing Spikes in Call Volume](https://fonolo.com/wp-content/uploads/2016/10/Webinar-4-Call-Center-Tips-for-Managing-Spikes-in-Call-Volume.jpg "[Webinar] 4 Call Center Tips for Managing Spikes in Call Volume")
Are you ready to discover the latest technology and services to improve operations? We invite you to join us at this year’s 
