Four Reasons Why Personalized CX is Essential
Today’s customers are savvier than ever before and one thing many of them are looking for...
Tag: AI
From call-backs to customer service, our extensive library will support you at any stage of your journey. Ready to learn how you can deliver the ultimate call center experience?
Big Vendor Announcements Focus on AI at Enterprise Connect
The Enterprise Connect conference is one of the largest events in communications technology. It’s often the...
Customer Experience Trends in 2019
We are now controlling the transmission. This year, the only transmission that companies should be ‘tuning...
New York Times Op-Ed Mentions Containment Rate
Containment rate is a well-established performance metric in the customer service world, but not as well-known...
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4 Takeaways from Our Live Discussion on The Future of BPOs [Video]
Last week, Fonolo hosted an insightful live discussion on the future of BPOs. The expert panel...
Looking Ahead: Predicting the Future of BPOs [Slideshare]
Companies have been outsourcing their call centers for decades to lower costs, increase productivity, and enable...
The State of Bots in 2019: Successes and Failures
“We are in the Era of the Customer,” says Shep Hyken. We are indeed. It’s a...
Year in Review: What Contact Centers Learned in 2018
Welcome to January, a time that kick-starts a new year and inspires us to improve, grow,...