How Call Centers Can Manage a Brand Crisis
Think a crisis will never happen to your brand? Think again. 2018 proved that reputation-damaging blunders...
With the labor shortage, a workforce in transition, and the dynamic (but disruptive) impact of AI, managing a contact center in 2024 can be a real workout. Why not take a break from the heavy lifting...
Read More Think a crisis will never happen to your brand? Think again. 2018 proved that reputation-damaging blunders...
It’s hard to believe, but the WordPress dashboard doesn’t lie: This is our 1000th blog post!...
Call centers have become notorious for possessing one of the highest employee attrition rates of any...
It’s been a while since we did a report round-up post. It’s not for lack of...
Here’s what we know: In the call center industry, it feels as though there is a...
'Service level' measures the accessibility of a company to their customers, and that company's ability to...
Containment rate is a well-established performance metric in the customer service world, but not as well-known...
Last week, Fonolo hosted an insightful live discussion on the future of BPOs. The expert panel...
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