Case study shows the difficulty of defeating misnavigation
One of the negative outcomes of phone menus (or IVR systems) is frequent misnavigation, which is...
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 One of the negative outcomes of phone menus (or IVR systems) is frequent misnavigation, which is...
First let me say, since this is my first blog post, that I’m thrilled to be...
A number of companies are experimenting with providing an option for real-time chat with an agent....
More and more channels Today’s customer expect that your company is reachable through multiple channels: phone,...
We have just posted a new whitepaper to the site called “Fonolo for the Financial Industry” (form...
Companies never publish their hold times. So how can you know how your company is doing...
What is misnavigation? The central function of an IVR system is to connect the caller to...
One of the big trends in the world of the call center / contact center, is...
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