How to Become a Customer Experience Manager
Customer experience managers in the contact center have never mattered more. Why? Because even though most...
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
SIP Trunking vs VoIP: What’s the Difference?
SIP and VoIP are two acronyms often used by call center managers who sort of know...
CX4Now: Contact Center KPIs that Matter
Do Traditional Contact Center KPIs Still Matter? KPIs monitor just about everything that happens in a...
5 Great Call Center Agent Retention Strategies
We’ve all heard about the human touch and how important it is in the CX and...
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How to Reduce Customer Complaints in the Contact Center
CCMC’s Customer Rage Study is a fascinating look at CX, designed to help customer service pros...
Self-Service: A Complete Guide for the Modern Call Center
How do self-service tools and strategies apply to your call center? Dive into our complete guide...
Industry Report: State of the Contact Center 2023
No stranger to change, the contact center industry has been ahead of the curve throughout the...
CX4Now: What Influencers Say About Self-Service in the Contact Center
Self-service is one of the hottest topics in the CX and contact center spaces. Find out...