Author Archives: Nicolina Savelli

[Video] What You Can Expect from “Chatbots”

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[Video] What You Can Expect from “Chatbots”?Last month, Facebook made an announcement that would allow businesses to automate its customer service through Facebook Messenger. Before long, the twitterverse was abuzz about bots (cue the hashtag #botmania). And it’s no surprise that the conversation has kept its momentum, and likely will, until we see the true effects this technology has on B2C communications.

It raises a number of very important questions like: Will automated customer support eventually replace the 1-800 number? What will happen to the live agent? How will chat providers be affected? These questions had us itching for some answers, so we invited a panel of chat experts to tackle them and more in a one-hour Google Hangout. Continue reading →

True Confessions: Are You Guilty of These Customer Service Pitfalls?

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True Confessions: Are You Guilty of These Customer Service Pitfalls?Each year companies lose an estimated $41 billion due to their poor customer service. On top of this, nearly 80% of contact centers say their current customer service systems won’t meet their future needs. At that rate, those estimated losses are destined to increase drastically unless customer service leaders make a change.

It’s okay, we understand, no one is perfect. But it’s time to shed some light on those common customer service shortcomings (without any judgment, of course). Today, we’re exploring five true confessions of contact center and customer service professionals in hopes of aiding them and others on their quest to improve and eliminate these pitfalls for good. Continue reading →

10 Tips to Help You Better Service Your Customers

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10 Tips to Help You Better Service Your CustomersThe 2015 Global State of Multichannel Customer Service Report found that 60% of customers have higher expectations for customer service than they did only one year ago. There’s no doubt; customer demands are growing exponentially year after year, which means that businesses need to constantly evaluate how well they’re delivering service – or risk falling behind. For example, processes that might have worked only 12 months ago may need to be revamped to be “future-ready” today. There are a few pointers that contact center managers and agents can use to re-engage with customers and make sure the service they’re delivering is top-notch throughout the year.

Keep these 10 tips in mind when evaluating your contact center’s performance: Continue reading →

[Video] Top 10 Call Center Tweeters to Follow

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320 millionTop 10 Call Center Tweeters to Follow – That’s the latest tally of monthly users who are currently active on Twitter. It’s fair to say that the twitterverse is a mighty big place, with countless voices trying to get our attention. But some of those voices actually have a lot of valuable things to say! In this vlog, we’ve navigated the deep twitter waters to find out which contact center professionals are delivering informative content with every 140 character message they send.

Watch it now as we countdown Fonolo’s top 10 call center tweeters to follow for thought provoking content and up-to-date industry insights (You might even see your name on the list!). Continue reading →

5 Essential Ingredients Every Contact Center Needs [Infographic]

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5 Essential Ingredients Every Contact Center NeedsGood customer service doesn’t just happen. It comes from a number of places – namely a well performing contact center. This utopian call center we’re talking about operates smoothly with certain elements driving its stellar performance. But unfortunately, few contact centers are well oiled machines. With growing customer demands, we need to rethink what the ingredients are to provide successful customer service experiences. Think about the call center like baking a cake; if you miss just one ingredient the entire cake will suffer in quality and taste.

But what exactly are the essential ingredients that make up a well-performing contact center? We’ve outlined them in a short and sweet infographic that was torn out of the Fonolo book of recipes. It’s a no bake, easy to follow formula – the hardest part for many will be finding the ingredients needed to put it all together.

Let’s take a look… Continue reading →

How to Protect Your Brand from Angry Tweeters [OHW Offenders]

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How to Protect Your Brand from Angry TweetersAccording to Twitter, in the past two years the number of Tweets directed at leading brands’ customer service usernames has grown by 2.5x and that number is rising exponentially every year (50% to be exact). In the same report, Twitter found that 85% of customers who have a satisfactory social interaction are likely to recommend the brand to others. So, when a customer turns to social to contact you, it’s important to do your best to resolve issues as timely and accurately as possible. However, if your company is doing a great job responding to customers, but you’re still seeing a plethora of angry tweets directed at you, maybe the problem is how you’re handling callers. Social customer service should work in tandem with phone, chat, mobile, web etc. – you shouldn’t have to choose to be good at one thing or another. Continue reading →

See Who Won the 2016 #CXAwards

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Find Out Who Won the 2016 #CXAwardsIn the name of fostering good customer service, Fonolo recently launched its First Annual Customer Experience Excellence Awards (#CXAwards). Since the announcement, we dug deep to determine who had truly delivered great customer experiences from the last year right up until now.  We did this by analyzing the number of customers a company served versus the amount of hold time they saved them. The numbers spoke volumes. First of all, the amount of hold time saved by these companies was truly incredible. But also, the volume and improvement since deploying a call-back solution was another clear indication of their willingness to put customers first. It soon became abundantly clear that two distinct companies stood out. Continue reading →

8 Hurdles Call Center Managers Commonly Face [Infographic]

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8 Hurdles Call Center Managers Commonly FaceTo run a successful contact center, managers must overcome a number of obstacles. From caller abandonment to agent engagement, there’s no shortage of tasks to take on. There are, however, a number of similar challenges that managers will face throughout a career timeline. Namely, the issues of disengaging with legacy call center systems and integrating a more flexible solution.

As you explore these 8 hurdles, be mindful of these Fonolo solutions: In Call Rescue, Web Rescue, Mobile Rescue, and how they can help resolve many of these problems. We understand rebooting your existing infrastructure may seem daunting at first, but the right technology can help to eliminate many of the stressors indicated here. Continue reading →

If Call Center Agents Told You How they Really Feel

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If Call Center Agents Told You How they Really FeelCall center agents go through a lot every single day. For instance, they help resolve customer complaints, they process transactions, and they follow up with customers to ensure their satisfaction has been met. And while some of those interactions go smoothly, others are not as pleasant. In a recent survey by American Express, 35% of respondents admitted to losing their temper while talking to customer service. Regardless of how badly a caller acts, agents have to keep their cool and help the customer out to the best of their ability. But lately we’ve asked around, and we’ve heard the water cooler talk, and there are a few things agents aren’t telling you that they wish they could.

Here are 10 phrases you’ll probably never hear a customer service agent say, but if they had the chance to tell you, they would: Continue reading →

Why Your Call Center Agents Deserve a Guinness

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Why Your Call Center Agents Deserve a GuinnessSt. Patrick’s Day has long been considered a great excuse to pour yourself a cold one and celebrate all things Irish, but some of us have earned the right to party a little more than others.

For instance, call center agents have to put up with a lot all year-round. Customer demands are greater than ever before – 58% of consumers are more likely to tell others about their customer service experiences than they were 5 years ago – and much of the pressure is put on agents to ensure those experiences are in fact positive. But that’s not all; here are some other good reasons why you should reward your call center agents with a Guinness (or two) this St. Paddy’s Day. Continue reading →

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