3 Call Center Quality Monitoring Best Practices
Steve Jobs once said, "Be a yardstick of quality. Some people aren't used to an environment...
Category: Call Center
Why Digital-First Contact Centers Remain Ahead of the Competition
While we may all be grateful, we no longer live in a ‘digital only’ world, the...
3 Ways to Drive Inclusive Agent Engagement
Two years of sporadic lockdowns have opened up the hiring landscape to more diverse workers, so...
Occupancy Rate vs Utilization Rate: What’s the Difference?
All folks new to the contact center world have many steep learning curves to overcome—a big...
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How to Cut Call Center Costs with Technology
Operating a successful contact center is an expensive endeavour. From agent hiring and training to in-house...
Announcing the Winners of the 2022 CX Excellence Awards
Fonolo is pleased to announce this year's CX Award winners, Educational Employees Credit Union (EECU) and Oregon...
5 Common Scheduling Pitfalls for Call Center Management
To master the art of contact center scheduling, it's important to know what NOT to do.
The Warning Signs of Agent Attrition in the Call Center
Avoid the trap of high attrition - look out for these red flags before you lose...