Twitter provides an informal dashboard on hold times
Companies never publish their hold times. So how can you know how your company is doing...
Editor's Pick
Manager’s Guide to Contact Center Goal-Setting
Executives and managers know that contact center goal-setting helps usher in progress and bring about positive change. Why? In a busy customer service department, having an agreed-upon set of milestones helps you cross the finish...
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Latest Blog Posts
Misnavigation is a hidden cost in nearly every call center
What is misnavigation? The central function of an IVR system is to connect the caller to...
Getting multi-channel right is tough, but it pays off
One of the big trends in the world of the call center / contact center, is...
AmEx study confirms it pays to treat your customers well
American Express released a terrific study last week called the Global Customer Service Barometer. The goal...
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Most online retailers already have a mobile strategy
In Canada, estimates say that 30% of all wireless users will be on smartphones by the...
Speech-recognition is not making phone menus any better
The use of speech recognition in phone menus is one of those advances in technology that...
CMIQ calls Fonolo’s approach “Nirvana”
Customer Management IQ, one of the leading publications covering the call center and customer service space...
Fonolo at eComm Conference today
The 3rd annual Emerging Communication Conference starts today in San Francisco. eComm always has a special place in...