Time is of the Essence: Keep customers waiting at your peril
Today's consumer is busier than ever. Digital technology hasn't just made instant communication possible, consumers have...
Tag: call-center-automation
How to Reduce Contact Center Costs AND Improve Customer Service
Call center executives are constantly under pressure to find cost-savings. Yet, according to the Harvard Business...
How to Reduce Contact Center Costs & Improve Customer Service
When it comes to contact center ‘best practices,’ the library runneth over: Hundreds of articles and...
Looking Ahead: Predicting the Future of BPOs [Live Discussion]
For decades, companies have turned to Business Process Outsourcing (BPOs) as a way to cut...
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What Does it Mean for Commerce to be Conversational?
I just returned from the excellent Conversational Commerce Conference. It’s not a big event (just one...
[Video] 3 Takeaways from Our Google Hangout on BPO Automation
Last week, Fonolo hosted yet another insightful Google Hangout discussing BPO automation. This fabulous panel of...
4 Commitments Every Great Call Center BPO Must Make
Between multi-channel strategies, keeping up with consumer demand, and maintaining service levels, running a successful contact...
[Google Hangout] BPO Automation: Where Do Humans Fit In?
To automate or not to automate? That is the question many Business Process Outsourcers (BPOs) are...