One of our goals with the Fonolo blog is to help you stay current on the many aspects of the fast-moving contact center industry. To that end, we’re always on the look-out for new industry research, studies, surveys and whitepapers.
The vast number of companies doing “content marketing” means there is a lot of material out there. Sadly, that’s made it hard to find quality among all the fluff, so we’ve assembled 4 recent reports that we feel are worth your time. We’d like to express how grateful we are to the authors (and sponsors that back them) for the hard work that goes in to producing this content. They feature original research and cover topics such as consumer channel preference, the growth of chat, the ROI of social media for customer support, and much more.
![[Webinar] How to Lower Abandon Rates and Improve the CX with One Solution](https://fonolo.com/wp-content/uploads/2017/09/How-to-Lower-Abandon-Rates-and-Improve-the-CX-with-One-Solution-300x200.jpg "[Webinar] How to Lower Abandon Rates and Improve the CX with One Solution")
Onholdwith.com
Consumers today are more demanding than ever, especially when it comes to the call center experience. If you leave callers on hold, they will complain to your agents (leading to longer handle times) and they will vent on social media.
Here’s an obvious statement for you, “Make sure customers are 100% happy with their experiences”. This truth goes without saying, since happy customers – those who actually like doing business with your brand – are also more likely to be loyal to your brand. And as you know, a happy customer is the result of having positive experiences with your business, which leads to increased customer satisfaction and ultimately revenue generation.
is excited to return as a sponsor for this year’s Contact Center Demo & Conference, happening September 25-27th at Mandalay Bay in Las Vegas, Nevada. The Contact Center Demo & Conference is produced by ICMI – a trusted advisor in the contact center industry – and is an independent, forward-thinking program focused on future contact center trends.
The concept of a “North Star” metric has become a fashionable 
We’ve been chatting a lot about customer satisfaction (CSat) recently, but for very good reason; measuring the degree to which your product / service meets customer expectations is critical to the success of your brand, regardless of the vertical or size. In our most recent whitepaper, we provide a playbook for contact centers to use as a 
Call centers get a bad rap for being stress inducing, soul sucking, and just plain dreadful places to work. That may be true for some, but if you’re a savvy call center leader, making the most of your work, and walking away from each day unscathed, is completely possible. Not all of us know the secret to keeping a positive and productive outlook at work, but thankfully we have the Internet for that. 
