4 Tips to Reduce Call Abandonment in Your Contact Center
If you’re looking for tips to improve your call abandonment rate, you’ve...
Customer Service Blog
Your best source of customer service news, views, resources, and best practices
Virtual Queuing vs Call-Backs
The difference between a ‘call-back’ and a ‘virtual queue’ is subtle in...
Dangling Calls: A Fonolo Xmas Carol
Dangling calls, Queues are stalled. What's taking you so long? I just...
Contact Centers Are Using More Call-Backs Than Ever
As the contact center continues to evolve rapidly, it’s important to take...
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#OnHoldWith the Worst Offenders of the COVID-19 Pandemic
Can we all agree that being stuck on hold with a company...
Call Center Overwhelm is Not Normal — Stop Treating it That Way
Why do we treat call center overwhelm like a necessary evil? Times...
4 Ways to Improve Contact Center Operational Efficiency
Does your call center feel more like a burden than an asset?...
The Golden Rules of Contact Center SLAs
As the official written contract shared between two parties, a service level...