Will We Always Need Call Centers?
The recent renaissance in self-service has been driven by several factors. First, the past 20 years...
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 The recent renaissance in self-service has been driven by several factors. First, the past 20 years...
Last week, Fonolo hosted yet another insightful Google Hangout discussing BPO automation. This fabulous panel of...
Historically, great customer service depended on one thing: people. Call center agents acted as the main...
Mark your calendars! Sourcing Decisions 2017 is taking place March 2, 2017 at St. Andrew’s Club...
Between multi-channel strategies, keeping up with consumer demand, and maintaining service levels, running a successful contact...
Avaya’s annual customer conference (“Avaya Engage”) just wrapped up and I believe they made good use...
So, your customer base is constantly growing but your call center is at max capacity. You’re...
It’s easy to focus attention on all the changes that the contact center has undergone in...
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