Manager’s Guide to Abandonment Rates in the Contact Center
Lowering call abandonment rates in contact centers is one of the most powerful performance levers available...
Author: Shai Berger
The Manager’s Guide to Call Center Service Levels
In the world of contact center metrics, service level has always held a special place. This...
5 Important Strategies for Agent Engagement in 2021
Do you have strategies in place to engage your call center agents? We have the latest...
Did Contact Centers Fail the COVID Test?
We've all seen the stories: Customers left on hold for hours, sometimes unable to get through...
Subscribe to the Fonolo Blog
Get the latest customer service blogs in your inbox once a week.Subscribe
Contact Centers: Prepare for Post-Pandemic Shocks Now
At the moment, many call centers are faced with a torrent of unexpected demand. At Fonolo,...
Beware False Scorecards for B2C Chat
There’s an interesting and high-stakes battle taking place right now in the world of customer service:...
Calls Are Taking Longer, and That’s a Good Thing
It’s hard to get clear, objective data about the overall state of self-service technology. Case studies...
RingCentral Gives Avaya the Gift of Focus
The RingCentral-Avaya announcement from last week had a lot of industry watchers scratching their heads. The...