Kids these days…
We all know that poor customer experience will send your customers packing. If your target demographic...
We all know that poor customer experience will send your customers packing. If your target demographic...
Hold times have always been a closely guarded secret of the industry. Companies still don’t publish...
One of the major trends in the world of contact centers is the move to a...
Waiting on hold is consistently one of the top complaints about phone-based customer service. One way...
I’ve spent a lot of time working with customers on the business case for Fonolo deployments...
One of the negative outcomes of phone menus (or IVR systems) is frequent misnavigation, which is...
A number of companies are experimenting with providing an option for real-time chat with an agent....
More and more channels Today’s customer expect that your company is reachable through multiple channels: phone,...
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