Your best source for customer service news, views, resources,
and best practices.
It’s been an intense 8 months and we’re excited to introduce you to the new Fonolo!
While we invested a lot of time on the design of the site, there’s more to us than just a ‘pretty face’. You’ll notice new messaging that clearly describes who we are and what we do . It’s also a more engaging site that really showcases a realistic version of what Fonolo looks like (we even let you play with it).
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Putting callers on hold is a lose-lose proposition. With every minute spent on hold, your customer gets more frustrated while your call center wastes money keeping that phone line open.
Social media has added a new sense of urgency to this problem. Consumers are social sharing real time complaints that will ultimately drag down your brand’s reputation.
Watch this on-demand webinar and learn why the best way to eliminate hold-times is to offer a call-back.
We’ll Talk About:
Who Should Attend:
Our October 3rd news release announced some exciting news – 1st United Services Credit Union (USCU) selected Fonolo to eliminate hold times for its customers. What could be seen as a daunting task was made simple with the help of Fonolo. Within days; 1st USCU was offering Fonolo’s cloud-based solution to improve the customer experience and connect 1st USCU’s callers to the right agent while eliminating hold time. This is a simpler, faster and friendlier way of providing financial services, which has truly transformed their call center experience. Continue reading
The battle between the Samsung Galaxy S3 and the iPhone 5 has been a topic of conversation since Apple launched its latest smartphone on September 21st. The new and improved iPhone 5 boasts a bigger 4” screen, quicker processing time, and the 4G network. Samsung, on the other hand, claims that Apple is “late” in their so-called “new” offerings – since the Galaxy S3 already has these features. Similar to the ongoing Pepsi vs. Coke rivalry, Samsung is taking a bold stance with their latest commercial destroying the iPhone 5 and everything it lives up to be.
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In last week’s webinar, I talked about how IVRs rarely provide a good experience for collecting information from callers or for navigating them to the right agent. I got a lot questions on that topic, so I thought I’d elaborate on it here.
The heart of the problem is that it’s hard to build a good experience when you’re limited to the telephone dial-pad, a spec that was never designed to be a navigation or data entry system. To its credit, the call center industry has squeezed a lot of value out of that interface over the last few decades. They had little choice! Finally, there’s hope. The smartphone is a real opportunity to move beyond the limitations of the dial-pad. Continue reading
87% of Americans don’t use Twitter at all, according to a recent Pew study.
As you read in yesterday’s post, I’m on a panel today at ITExpo called “Don’t Waste Your Time with Social“. Certainly a provocative title! That might seem contradictory given all the time we spend talking about social media here — you know, the webinars, the whitepapers, the blog posts, the Twitter feed. Well, I didn’t have any say in the name of the panel but there is an important truth behind it.
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It’s webinar day!This afternoon at 2pm ET, Fonolo will be hosting a free webinar on 3 Ways Smartphones Will Change Call Centers Forever. With only a handful of ‘seats’ available, you don’t want to miss this highly anticipated event.
We believe there’s great value in featuring guest bloggers. With added exposure and social sharing, your blogs/articles will find new audiences to help build your fan base while we offer our readers fresh insight from you – the expert!Your content should provide advice, insight and best practices related to the call center industry and cover one of the following topics:
Please submit 2 current writing samples to xania@fonolo.com.
The latest numbers from Comscore confirm that the steady march towards smartphone domination is continuing. A whopping 234 million Americans, age 13 and up use mobile devices, and 47% of them use a smartphone.
The inevitable rise of the smartphone represents a tremendous opportunity for companies to improve the call center experience.
The topic of smartphones and the call center will be the focus of Thursday’s webinar (free registration). If you’re involved in call centers or customer service, this 45 minute presentation is well worth your time.
Click below to preview some of the slides I’ll be using.
Given the “multi-channel” future of customer service, you might think that the voice channel is losing its prominence. After all, if consumers are using email, chat, Twitter and Facebook, they must be less interested in calling, right?
Wrong.
Although the new channels have a big impact, the phone call is still the most important channel when it comes to customer satisfaction. The following 3 charts each look at this issue from a different perspective.
