… And w
e’re back with another round of the latest and greatest in the customer experience game. Let’s put our hands together and give it up for the 2019 winners of Fonolo’s Customer Experience Excellence Awards!
Now in its 4th year, the Customer Experience Excellence Awards examine the work of outstanding contact centers from all industries and regions. It recognizes those who are leading the pack and spearheading the delivery of a superior customer experience for their customers by significantly reducing hold times. This year we are honored to acknowledge two distinguished businesses for their outstanding achievement in improving their customers’ experiences through the offering of call-backs.
Let’s roll out the carpet and congratulate the 2019 Customer Experience Excellence Award Winners of 2019 (#CXAwards):
Here 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.
When I first stepped foot into the Fonolo office nearly a year ago, I was also knowingly dipping my toes into the customer service ecology. With the abundance of experts, thought leaders, Twitter handles, and publications that make up the DNA of both the customer service and customer experience industries, it quickly became clear that the learning curve would be steep. Luckily, though, there exist a host of organizations whose resources caught me up to speed in fairly short order.
The cloud has radically transformed the call center industry. The shift, now firmly in its second decade, is accepted as conventional wisdom. You rarely find people arguing the merits of premise-based call centers. But there’s no denying the fact that many premise-based systems are still sold and deployed, especially for larger call centers. It seems companies are fearful of touting any non-cloud successes because the knee-jerk reaction is to label that as anti-progress.
It’s hard to believe, but the WordPress dashboard doesn’t lie: This is our 1000th blog post!
It’s been a while since we did a report round-up post. It’s not for lack of material! Our inboxes here at Fonolo HQ are full of great reports covering call center technology and trends. The steady pace of industry news has simply made it hard to find a quiet week to slip in a post like this.
