The call center experience is under great scrutiny from today’s consumers. There are many ways to fall short of their expectations. One surefire way of doing so is to put callers on hold. Tolerance for long wait times has been getting lower and lower. If the wait is longer than a few minutes, callers will complain to your agents (leading to longer handle times) and they will vent on social media (see onholdwith.com). Not good.
On the other hand, call center managers have to be cost-conscious in their approach to staffing. Hold times are often a simple consequence of a limited budget for agents. Luckily, there is a way to lessen the impact of hold times, without hiring agents: Offer your callers a call-back instead.
You can add call-back functionality to your call center through an independent vendor (like Fonolo) or through your existing call center platform, if it is available. Let’s look at the pros and cons of both options. Continue reading
Today’s demanding consumers have high expectations when it comes to the call center experience. A surefire way to fall out of favor with a customer is to leave them on hold for more than a few minutes. (For proof, head over to 
is excited to return as a sponsor for this year’s Contact Center Demo & Conference, happening September 25-27th at Mandalay Bay in Las Vegas, Nevada. The Contact Center Demo & Conference is produced by ICMI – a trusted advisor in the contact center industry – and is an independent, forward-thinking program focused on future contact center trends.
Were you glued to last week’s Comey testimony like I was? The Fired FBI Director had some great phrases that are already appearing 
Call centers are under a lot of pressure to deliver on consumer expectations while keeping costs contained. That central challenge was there even before social media, chat, and email showed up to complicate matters. Those alternate channels have taken some pressure off of voice calls, but the flip side of that is that the calls that do end up with an agent require more time and effort. As a result, many companies still have long wait times to speak to an agent. If you don’t have the budget to staff up, another option you should consider is call-backs.![Why Call-Backs Are Important for Every Contact Center [Webinar]](https://fonolo.com/wp-content/uploads/2017/04/Why-Call-Backs-Are-Important-for-Every-Contact-Center.jpg "Why Call-Backs Are Important for Every Contact Center [Webinar]")
Over the past few years you’ve no doubt heard about the advances in call-back technology, but do you truly understand the ROI and how dramatically it can benefit your contact center?
Celebrated on February 2nd, Groundhog Day is when we wait in anticipation to see the groundhog emerge from its burrow. If he sees his shadow, there’s supposed to be six more weeks of winter, and if there’s no shadow it means that spring is near. For me, it always brings back memories of the “
The road to hell may be paved with good intentions, but so is the contact center. Many companies talk a big game when it comes to providing outstanding customer service, but few actually achieve it. The question is: Why?
It’s Thanksgiving today and to call center execs everywhere that means one thing: Black Friday, one of the busiest shopping times of the year.
