Agent morale can be a key indication of flaws in your business. Happy agents – those who are excited to be at work – can signify a healthy and successful corporate culture. Whereas stressed and overworked agents can suggest a business culture that is failing them, and most likely failing its customers. Interactions between agents and customers directly affect the overall customer experience. In fact, 58% of customers will never use a company again after a negative experience.
On the flipside, companies that are focused on providing a superior experience have seen a 10-15% increase in revenue and a 20% increase in customer satisfaction. So why do only 31% of organizations recognize and reward employees for improving the customer experience? If agents are incentivized and equipped with the right tools and training, not only will you see improved agent morale, but a boost in service levels and revenue as well.
Here are 5 ways to get your agents more excited and more eager to deliver excellent customer service experiences. Continue reading
You’ve got to start with the customer experience and work back towards the technology, not the other way around. – Steve Jobs
We are thrilled to announce the launch of Fonolo’s first annual Customer Experience Excellence Awards. This awards program recognizes contact centers who deliver superior customer experiences and who are dedicated to reducing customer hold-times – something we are very passionate about here at Fonolo.
It can be tough to maintain a healthy diet while working in a call center, but a balanced lifestyle is extremely important for those doing deskwork. According to researchers at the University of Leicester sitting at a desk and typing at a computer can raise your risk of developing 
72%
Did you know it costs businesses 5 times more to acquire new customers than it does to keep current ones? In fact, reducing customer churn can increase profits by 125%.
Is social customer service a critical part of your call center? If so, how do you provide excellent support using social media? So many call centers managers ask themselves these questions and wonder how they can guide their agents to successfully deliver support over these channels.
Welcome to 2016, also known as the year of the customer! Gartner predicted that in 2016, “89% of companies will compete mostly on the basis 
