• Request a Demo
  • Why Call-Backs
    • Less Abandonment
    • Improve CX
    • Smooth Out Spikes
    • Reduce Telco Costs
    • Shorten AHT
    • Return on Investment
  • Solutions
    • In-Call Rescue
    • Responsive Widget
    • API
    • On-Premise Appliance
    • Customer Portal
    • SMS Alerts
  • Why Fonolo
    • How it Works
    • Customer Portal
    • Deployment
    • Q&A
  • Resources
    • Documents
    • Videos
    • Webinars
    • Blog
  • Company
    • Customers
    • The Team
    • Advisors
    • Partners
    • News
    • Careers
    • Contact Us
  • Why Call-Backs
    • Less Abandonment
    • Improve CX
    • Smooth Out Spikes
    • Reduce Telco Costs
    • Shorten AHT
    • Return on Investment
  • Solutions
    • In-Call Rescue
    • Responsive Widget
    • API
    • On-Premise Appliance
    • Customer Portal
    • SMS Alerts
  • Why Fonolo
    • How it Works
    • Customer Portal
    • Deployment
    • Q&A
  • Resources
    • Documents
    • Videos
    • Webinars
    • Blog
  • Company
    • Customers
    • The Team
    • Advisors
    • Partners
    • News
    • Careers
    • Contact Us

Fonolo's Customer Service Blog

Your best source for customer service news, views, resources,
and best practices.

Category Archives: Customer Experience

Post navigation

← Older posts
Newer posts →

Battle of the Airlines, Round I: Air Canada and the Customer Service Question

By Jason Bigue on April 30, 2019
Reply

Battle of the Airlines, Round I Air Canada and the Customer Service QuestionThere are some amazing benefits to living in Canada (socialized health care, an abundance of maple syrup, and plenty of expressions for foreigners to mock, eh?). However, one clear downside is a lack of competition in the airline industry (that, and the proximity to polar bears).

This is where our story begins.

By all counts, Air Canada is an award-winning airline, a brand built on the notion of customer service. However, they are no stranger to customer complaints: According to Onholdwith.com (a site that catalogs hold time complaints on Twitter), they rank fifth worst.

Obviously, airlines are often at the mercy of forces beyond their control. But even the most unpredictable events can result in predictable responses.

Continue reading →

5 Customer Service Stories that Will Shock You (In a Good Way)

By Astrid Monge on April 25, 2019
Reply

5 Customer Service Stories that Will Shock YouIt’s not often that you get to hear exceptional and positive customer service accounts, so today we bring you five that will shock you – but in the best of ways. With each one of these encounters, one can see how brands can foster and forge loyalty with their customers. The individuals in the following stories were so moved by their experiences that they felt compelled to share them with the vast digital world, and of course with their family and friends. And now we are compelled to share them with you, too.

Continue reading →

The Undercover Customer: Inside the Apple Store

By Jordan Maxwell on April 24, 2019
Reply

Customer Service Insights_The Apple StoreIt seems like, every month, Apple is coming out with a new product or service for its customers to take advantage of, a gadget or a gizmo to “improve” their lives. A steady stream of people visit Apple stores to view, purchase, or try out some of its convenient gadgets hands-on. If you’ve ever walked through a mall where an Apple Store is present, you’ve seen the phenomenon: A mass of people congregating within its glass walls, standing at the product kiosks, handling items with interests and speaking with customer service professionals about the latest and greatest in Apple technology. When you have hundreds of people walking through the doors at any time, one can only imagine the demand on its customer service professionals.

Common practice in a retail environment dictates that you use a customer’s name, greet them at the first available opportunity, and smile whenever possible. But in an environment like an Apple store — where you could have up to 10 customers at any given time — there’s more to consider. We went onsite to investigate their customer service practices and to see how they respond to such high-volume demands every day of the week.

 

Continue reading →

Fonolo to Exhibit at ICMI’s 2019 Contact Center Expo and Conference

By Astrid Monge on April 23, 2019
Reply

Fonolo at ICMI Expo - Visit Booth 909It’s getting warmer, which means this year’s vibrant trade show season is upon us! And we at Fonolo know how to kick things off: We’ll be exhibiting at the highest-rated event for contact center professionals: ICMI’s 2019 Contact Center Expo and Conference, taking place May 13-16 at The Diplomat Beach Resort in Hollywood, Florida. This time, Fonolo will be spreading joy at Booth #909!

ICMI, The International Customer Management Institute, is the authority on contact center excellence, and produces this annual, stellar event geared at educating, motivating, and providing a solution-packed expo for professionals looking to stay on top of their customer service game. Industry professionals trust in the expo’s ability to deliver a comprehensive and intuitive program.

ICMI gives us the opportunity to showcase the power of our cloud-based call-back solution in resolving recurring problems for the contact center, like caller abandonment, volume spikes, and cost-per-call,” says Shai Berger, CEO, Fonolo. “ICMI has historically been a transformative experience for Fonolo. We look forward to networking with contact center professionals and sharing our powerful solution with them.

– Shai Berger, CEO at Fonolo

 

Continue reading →

Two Birds, One Stone: How to Reduce Contact Center Costs AND Improve Customer Service [Slideshare]

By Drew Wilkinson on April 18, 2019
Reply

managing service levelsCall center executives are constantly under pressure to find cost-savings. Yet, according to the Harvard Business Review (HBR), “acquiring a new customer is anywhere from five to 25 times more expensive than retaining an existing one.” The key takeaway is that you cannot skimp on customer service. So, how do you reduce costs while not damaging your customer service function? Investing in the right technology can go a long way in reducing costs while actually improving the overall quality of customer service. From effortlessly providing customer support in any language to managing staffing requirements as a result of call volume spikes, implementing the right technology can be transformational.

Continue reading →

Calling all Call Centers: Confessions of a Tech Support Agent

By James R. K. Dantow on April 16, 2019
1

It’s our turn.

If you’ve had your eyes on the Fonolo blog for the past nine years, you know that in that time we have dedicated ourselves to bringing you news and views of all kinds that impact the customer service and contact center spaces. Sometimes, though, we have to turn the microphone towards ourselves and give voice to our own customer service happenings and the hard-working customer support contingent that buoys our own brand. Today, we welcome Fonolo Solutions Engineer James R. K. Dantow into the writers’ fold. In addition to talking ‘call-backs’, he has a confession to make.

— The Fonolo Team

 

Confessions of a Tech Support Agent

My Fonolo story begins like many other engineers: I’ve always had a knack for computers.

Actually, I had a knack for technology in general. This was partially due to proximity: My father began his career in IT in the early 1990s at IBM. This meant many days of my childhood were spent in computer training rooms littered with state-of-the-art IBM Pentium II desktops, huge SVGA projectors, and other fantastic gadgets. To kill time while I waited for him to finish work, I used these computers to play, explore, learn (and honestly, break) all of the training machines that he had spent so much time setting up. And so, naturally, I too looked forward to a career in IT. And like many others, this meant starting out in a call center, answering the phone calls of helpless software users, as a lowly, humble Technical Support Representative (TSR).

Continue reading →

3 Proven Ways to Baby-Proof your Contact Center

By Astrid Monge on April 11, 2019
1

3 Proven Ways to Baby-Proof your Contact CentersIt’s imperative in a time of high competition and demand that your contact center is in optimal condition. Much like ensuring that our young are safe from harm’s way, yet still have the freedom to explore and grow, contact center leadership must ensure that their departments are safe-guarded while still maintaining the capability to grow internally and externally both in service and in excellence.

Business consultant Peter Drucker noted, “the purpose of a business is to create a customer,” and the purpose of the call center is to maintain the customer. Ultimately, contact centers exist to serve and help your customers while providing an exceptional experience; this above-and-beyond service leads to more satisfied consumers who, given the right experience, will stay on as loyal customers and continue to invest in the brand. Now, that sounds easy enough, but contact centers are well aware of how much of a challenge that is, as keeping customers happy is their primary focus.

With these realities in mind, let’s take a look at three proven ways to baby-proof your own contact center by providing exceptional customer experience and keeping the bottom line in mind.

Continue reading →

What Customers Want and Expect from your Call Center

By Drew Wilkinson on April 9, 2019
1

What Customers Want and Expect from Call CentersCertain commentators in the customer service space have been predicting the death of the call center. While it’s true that channel preferences are shifting, it would be incorrect to conclude that the voice channel will be buying the farm anytime soon. In fact, as we’ve argued before, phone calls are still essential to the success of customer service.

It’s true that self-serve options have become more effective at handling “easy” transactions: For example, large swathes of consumers use these online interfaces to track packages or confirm reservations. This means that when customers make a phone call, their queries are typically more complex and contentious. So, the stakes are raised, and it’s even more imperative that call centers exceed the expectations of customers.

To help with this, here are five things customers want (and expect) when they phone in to a call center.
Continue reading →

Video Snack-Pack: Contact Center and Customer Service Leaders

By Shai Berger on April 2, 2019
Reply

Video Snack-Pack Contact Center and Customer Service LeadershipOne of our goals with the Fonolo blog is to expose our readers to a broad range of voices on a broad range of topics. We share a lot of diverse content, including lists of industry reports, links to discussion groups, and our own white papers. I know it can be hard work to keep up with all that reading.

Sometimes, for whatever reason, you’re in the mood for some lean-back content. So, this week, we put together some video you can queue up and watch.

Continue reading →

The Top 4119 Animals to Hire for Your Call Center

By Garon La on April 1, 2019
Reply

The Top 4119 Animals to Hire for Your Call Center

The Top 4119 Animals to Hire for Your Call CenterHere at Fonolo, we understand the many issues call centers face in regards to staffing, spikes, hold times, call abandonment, and more. That is why we’ve tasked ourselves to research the best solutions to deal with these problems head-on. While nothing can beat call-backs in improving your call center experience for both customers and agents, we are happy to announce the findings from our years of research.

You might already be thinking you know the answer:

Artificial Intelligence?
No.

Internet of Things?
No.

Bots?
No.

What is it?
Animals! 

From furry to feathery, and everything in between, they are here to take your animal farm of a call center to the next level. Our latest report will show you how, now.

 

Continue reading →

  1. Pages:
  2. «
  3. 1
  4. 2
  5. 3
  6. 4
  7. 5
  8. 6
  9. 7
  10. 8
  11. 9
  12. ...
  13. 70
  14. »

Featured Content

  • Utilities Tip Sheet Landing Page Image Prepare Your Call Center for Seasonal Call Spikes: Utilities
  • How to Prepare Your Call Center for Spikes in Call Volume - Financial - guide img Ready Your Financial Call Center for Call Spikes

Popular Posts

  • What IKEA Gets Right About Customer Experience What IKEA Gets Right About Customer Experience
  • Industry Voices on Avaya's Next Move via Fonolo RingCentral Gives Avaya the Gift of Focus
  • Miele Canada and the Pursuit of Customer Service Excellence Miele Canada and the Pursuit of Excellence

Categories

  • AI
  • Avaya
  • Awards
  • Brand
  • brand-loyalty
  • Call Backs
  • Call Center
  • Call Center
  • CCaaS
  • CCW
  • Cloud
  • Contact Center
  • CPaaS
  • Crisis Management
  • customer centric
  • Customer Experience
  • Customer Service
  • customer-experience
  • Events
  • Expo
  • Gartner's Magic Quadrant
  • Hangout
  • Healthcare
  • ICMI
  • Mobile
  • News
  • Reports
  • Retail
  • Social Media
  • Technology
  • Utilities

Subscribe to Fonolo!

Fonolo’s leading customer service blog covers the latest news, trends, and best practices in the customer service, customer experience, call center, and contact center industries.
 
  • Solutions
  • In-Call Rescue
  • Responsive Widget
  • API Access
  • On-Premise Appliance
  • Customer Portal
  • SMS Alerts
  • How it Works
  • Why Call-Backs?
  • Less Abandonment
  • Improve CX
  • Smooth Out Spikes
  • Reduce Telco Costs
  • Shorten AHT
  • Return on Investment
  • Resources
  • Documents
  • Videos
  • Webinars
  • Blog
  • Help Docs
  • Platform Status
  • Company
  • The Team
  • Advisors
  • Partners
  • Customers
  • News
  • Careers
  • Contact
Request a Demo

Who are YOU onholdwith?

© Copyright 2019 Fonolo. All rights reserved. Various trademarks held by their respective owners.
Fonolo, 20 Maud St., Suite 501, Toronto, ON, M5V 2M5, Canada - info@fonolo.com
Contact Us | Privacy Policy