3 Ways Internal Call-Backs Support Your Employees
Call-backs are a game-changer for contact centers dealing with an influx of inbound calls. But did...
Editor's Pick
Customer Expectations: The Complete Guide
Companies place a great deal of importance on meeting customer expectations. According to Forrester, nearly 95% of leaders say that providing a good customer experience is a top strategic priority, and 75% want to use...
Read More 
Latest Blog Posts
Occupancy Rate: The Complete Guide
When it comes to demystifying call center metrics, 'occupancy rate' shouldn't be forgotten. Occupancy rate is...
Why Call-Back Algorithms and Estimated Wait Times Fail
Call-backs are an excellent tool that can benefit both customers and businesses - when they're designed...
Active Listening is Key to Great Customer Service
Active listening skills are the foundation of effective communication. In customer service, this means being totally...
Subscribe to the Fonolo Blog
Get the latest customer service blogs in your inbox once a week.Subscribe
Customer Perception: The Complete Guide
Customer perception has never mattered more. In the age of social media backlash and call-out culture,...
The Complete Guide to Visual IVR
The contact center industry boasts some of the most intelligent and innovative CX technologies out there....
Things I Wish I Knew Before Adding Call-Backs to My Contact Center
Today’s customers expect more from customer service. They want prompt, reliable, integrated service and they will...
Contact Center Workforce Management Best Practices
Managers know that call center workforce management matters. Put it another way: if customer interactions are...