Finding the Right Service Level for Your Call Center
One of the most commonly used metrics in the modern contact center is the "service level"....
One of the most commonly used metrics in the modern contact center is the "service level"....
In a few years, the term "multi-channel" will be a relic. Why? Because there will be...
If you're involved in the customer service industry, by now you've heard a ton about Amazon's...
The industry's largest event, Call Center Week, is only a few weeks away and the excitement...
I'm very pleased to announce a huge step forward for Fonolo! This week began a new...
One of the "mega-trends" that we follow here at Fonolo is the dramatic rise in expectations...
When it comes to replacing hold-time with a call-back, we often talk about the perspective of...
Is social media a net plus for the contact center industry? That question is turning out...
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