Hold Time Fail for American Airlines
Anyone that travels knows how frustrating it can be to reach someone at an airline call...
With the labor shortage, a workforce in transition, and the dynamic (but disruptive) impact of AI, managing a contact center in 2024 can be a real workout. Why not take a break from the heavy lifting...
Read More Anyone that travels knows how frustrating it can be to reach someone at an airline call...
If you manage a contact center, it's likely you keep a close eye on First Call...
Last week, Fonolo hosted a Google Hangout to discuss the future of call center metrics. This...
According to Aberdeen, contact center agents spent 25% of their time idle – paid time where...
It is becoming increasingly clear that benchmarking is essential for contact centers. Although measuring and understanding...
If you're like me, you're probably tired of hearing overused marketing buzzwords, especially when used in...
As technology for customer service advances, more and more channels of communication are added to the...
Mark your calendars folks! Credit Union Call Center Conference 2014, October 6-8, is just around the...
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