5 Reasons to Use After-Call Surveys
Think about how many phone calls your contact center receives in one day. Thousands, right? Now,...
Category: Customer Experience
How to Create An Accessible Call Center
Imagine your agents providing stellar customer service to only 75% of your customer base. Yikes! Every...
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...
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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...
How to Establish a Net Promoter Score Benchmark for Your Call Center
Context is everything when it comes to improving your metrics. Discover how to set an NPS...
Calculate Your Call Center’s Attrition Rate in 3 Easy Steps
At the end of a long work day of managing agents, customer queries, and high call...
Here’s How Your Agents’ Tone of Voice Impacts Customers
Your customer experience is highly influenced by the tone of voice of your agents. We explore...