As humans, we’ve all had to endure the seemingly torturous act of waiting. Whether as a child, eagerly waiting for our slice of the birthday cake to be passed down, or as an adult, having to sit in drab waiting room at the doctor’s office. As Tom Petty and the Heartbreakers perfectly put it, “the waiting is the hardest part”.
When it comes to customer service, it’s no secret that long wait times are something to be avoided at all costs. However, if we take a look at the psychology of waiting, we can better understand how companies can actually make their phone queues more efficient, and feel a lot faster than they actually are.
First, some perspective: No $20 billion industry changes quickly. Yes, a growing fraction of call center seats are switching to cloud-based offerings. But Avaya, Cisco, and Genesys are still going to sell hundreds of millions of dollars worth of on-premise call center equipment this quarter (and for many quarters after that). Heck, there are still 300,000 Nortel-era CS1000’s powering 40 million phones out there. So there’s a lot of momentum to overcome.![3 Takeaways from Our Live Discussion on How the Twilio / Amazon ‘Stack’ is Changing the Call Center [Video]](https://fonolo.com/wp-content/uploads/2018/03/3-Takeaways-from-Our-Live-Discussion-on-How-the-Twilio-Amazon-‘Stack’-is-Changing-the-Call-Center-Video.png "3 Takeaways from Our Live Discussion on How the Twilio / Amazon ‘Stack’ is Changing the Call Center [Video]")
Last week, Fonolo hosted an insightful live discussion on how the new Twilio / Amazon “stack” will impact call center technology decisions moving forward. This expert panel discussed the unexpected power couple, the impact on call center innovation, and so much more! To save you some time, we’ve extracted video snippets showcasing highlights from the discussion.
In a society becoming increasingly obsessed with text messages, DMs, and emojis, it turns out that authentic, real-time human interaction through phone calls is still the preferred way to deliver optimal customer service. Here are some key reasons why it’s critical to maintain an effective real-time call center strategy to ensure lasting customer satisfaction, retention, loyalty.
It’s been an action-packed few weeks in the contact center industry. Recent announcements from Twilio, Vonage and Amazon are worth a closer look because I think they outline an important shift in the industry.
Something new this week! As a result of recent 
Some people tend to go through life without making changes to their appearance. Others frequently change their look to reflect current trends or change with the seasons; women sometimes go from long hair to short, men often grow a beard. Regardless of the change, even minor improvements can have a dramatic impact. Let’s apply the same concept to the contact center.
