How to Handle Escalations in a Contact Center
Escalations are a daunting, yet inevitable part of working in a contact...
Customer Service Blog
Your best source of customer service news, views, resources, and best practices
Top 6 Best Practices for Customer Service in Retail
Don’t let your retail business fall short when it comes customer service....
7 Things Your Customers Want Your Contact Center to Know
Are you truly listening to your customers? Sure, your agents hear their...
#OnHoldWith the Worst Offenders of the COVID-19 Pandemic
Can we all agree that being stuck on hold with a company...
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Fonolo Saves Credit Union from Cisco Call-Back Chaos
One of the best things about our industry is that we get...
5 Best Practices for Great Self-Service Customer Support
Modern consumers want to be able to solve issues and get information...
The Top 3 Call Center Hiring Hacks
In the last five years, the trend of outsourced overseas call centers...
The Top Customer Service SMS Do’s and Don’ts
It’s no secret that next-gen consumers like to text with friends and...