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...
Editor's Pick
Manager’s Guide to Abandonment Rates in the Contact Center
Lowering call abandonment rates in contact centers is one of the most powerful performance levers available to call center managers. It’s also what Fonolo Call-Backs do best. Reducing abandonment rates is a primary benefit of...
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Latest Blog Posts
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...
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...
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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...
Third Canadian bank in 2 months releases an iPhone app
Last month, two of Canada's 6 major banks have released iPhone apps: CIBC and BMO. I'm...
Welcome to our new blog
Welcome to the new Fonolo blog! Until now, Fonolo news and related information was posted on...