Operating a successful contact center is rarely a simple undertaking. As many contact center professionals know, there are a number of crucial factors that come into play. At Fonolo, we often hear from call center managers who are proactively trying to improve their metrics with our solutions. This year we even started awarding managers for their contribution to enhancing the customer experience. But, we wanted to go one step further and pick the brains of forward thinking leaders. We asked them, “How do you meet (or exceed) the KPI’s set for your contact center?” And you know what? Many were eager to share their words of advice. Below you’ll hear from extraordinary contact center thought leaders including Fonolo customers: Home Advisor, Cloud9 Realtime, and Edge Imaging.
So, without further ado, here are 7 amazing tips from experienced industry professionals about how they achieve success in the contact center. Continue reading
![[Whitepaper] The New Customer Service Lexicon](https://fonolo.com/wp-content/uploads/2016/09/Whitepaper-The-New-Customer-Service-Lexicon.png "[Whitepaper] The New Customer Service Lexicon")
Picture it: Your customer service is being inundated with calls, emails, and messages through every channel – perhaps you’re facing a product recall or a Black Friday sale, or it’s just one of “those” days – how do you effectively prepare for times like these? To successfully dodge any customer experience disaster it’s important to be proactive and have preventative measures in place. When you have a reliable back-up plan, preventing disaster can be accomplished in 5 minutes or less.
We all know how demanding today’s consumers are. Nowhere is their patience shorter than when dealing with your call center. If you’re leaving callers on hold for more than a few minutes, you’re asking for trouble. Your agents will hear the complaints (which extends handle times) and your social media timeline will show angry tweets. (Have you looked up your company on 
It’s a six-letter word that most doctors tell their patients to beware of, or they could face serious health conditions down the road. It’s something we all struggle to cope with everyday but it’s ranked significantly higher for contact center agents. Have any guesses? Yes, it’s called s-t-r-e-s-s or better known as “agent burnout” in contact center terms. Of course stress or burnout can be found in any job but according to 
This blog series explores terminology related to customer service that is either new, evolving or uncertain. In 
So, you’re working on auto-pilot eh? (Yes, I’m Canadian.) I get it; we all tend to get comfortable with the rhythm of our day-to-day tasks and fail to watch areas that may require change. Unfortunately, your repetitive actions will produce the same results. If you keep practicing the same strategies without considering change it will only end in the demise of your center.
We live in the age of the customer and increasing expectations are making it harder than ever for contact centers to feel good about their operations. In fact, only ![[Video] Are Your Customers Abandoning Calls?](https://fonolo.com/wp-content/uploads/2016/06/Video-One-Contact-–-One-Channel-and-Why-it-Matters.jpg "[Video] Are Your Customers Abandoning Calls?")
On any given day you probably sit back and think about your call center metrics. You’ll mull over anything from Average Handle Time (AHT), Service Levels (SLA’s), or the number of incoming calls. More importantly, you’ll likely study the amount of callers that abandon the queue while waiting on hold. You probably even notice patterns in call abandonment and can anticipate when the rates will spike. Perhaps there’s a certain length of time that a customer will wait on hold before they decide to drop a call. Let’s face it, we’ve all been that anxious customer sitting in limbo just wondering if we should hang-up or hold-on. Eventually, patience runs thin and hanging up is the only logical decision, but the result is a frustrated and unsatisfied customer. 
