Why Focusing on Voice is the Key to First Call Resolution
One of the biggest trends in customer service has been the expanding number of channels in...
One of the biggest trends in customer service has been the expanding number of channels in...
The call center industry has been stuck in a rut for decades, making – at best...
We’re excited to attend IQPC’s fourth annual Customer Experience Summit in Biscayne Bay, Miami, on May...
Fonolo is all about fixing the call center experience, yet we spend a lot of time...
The intersection of the call center and the smartphone has become one of the most exciting...
My post last week demystifying Call-Backs vs Click-to-Call vs Virtual Queuing got quite a bit of...
In the battle to improve the call center experience, three frequently used terms are: call-back, click-to-call,...
No one should have to wait on hold anymore. Virtual queuing technology -- which replaces hold...
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