Essential Technology for the Virtual Contact Center in 2022
Contact center technology is one of the best investments you can make for your business this...
Editor's Pick
Calculating Absenteeism in the Call Center
There’s nothing that destroys a perfectly good call center schedule like unplanned absences. Don’t get us wrong—we’re in full support of call center agents taking time off and embracing work-life balance. But scheduling shifts becomes...
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Latest Blog Posts
Announcing the Winners of the 2022 CX Excellence Awards
Fonolo is pleased to announce this year's CX Award winners, Educational Employees Credit Union (EECU) and Oregon...
5 Common Scheduling Pitfalls for Call Center Management
To master the art of contact center scheduling, it's important to know what NOT to do.
How to Establish a Net Promoter Score Benchmark for Your Call Center
Context is everything when it comes to improving your metrics. Discover how to set an NPS...
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The Warning Signs of Agent Attrition in the Call Center
Avoid the trap of high attrition - look out for these red flags before you lose...
What is Call Center Quality Monitoring and Why is it Important?
Quality monitoring is a standard call center practice - but are your efforts paying off? This...
5 Skills and Traits Every Call Center Leader Should Have
Management and supervisor roles are integral to the success of a call center. We have valuable...
3 Workforce Management Practices to Implement in Your Call Center
Workforce management is essential to the smooth operation of contact centers. Discover the role it plays...