Virtual Queuing vs Call-Backs
The difference between a ‘call-back’ and a ‘virtual queue’ is subtle in...
Customer Service Blog
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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...
#OnHoldWith the Worst Offenders of the COVID-19 Pandemic
Can we all agree that being stuck on hold with a company...
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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...
Are You Prepared for Unpredicted Spikes in Call Volume?
While today’s tech-savvy consumers are using more non-voice channels to connect with...