Contact Centers Focusing Less on 80/20 Service Level
In the wide world of call center metrics, “service level” has always held a special place....
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 In the wide world of call center metrics, “service level” has always held a special place....
Even if you’ve only read one really great book in your life, you probably understand...
Whether it’s a bad date, a bland meal, or a mean comment on social media, negative...
Apple's new Business Chat could have a huge impact on customer service by changing the balance...
Apple announced “Business Chat” in June, staking a claim to a vital piece of the eCommerce...
As humans, we’ve all had to endure the seemingly torturous act of waiting. Whether as a...
First, some perspective: No $20 billion industry changes quickly. Yes, a growing fraction of call center...
Last week, Fonolo hosted an insightful live discussion on how the new Twilio / Amazon “stack”...
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