How to Improve Contact Center Agent Performance
Is your contact center providing the best customer experience possible? One of...
Customer Service Blog
Your best source of customer service news, views, resources, and best practices
5 Popular Call Center Benchmarks – How Do You Stack Up?
There's a quote that many managers — across industries — live by....
Contact Center Trends 2020: A New Age for the Contact Center
Change is the only constant trend. Everything from the way we shop...
New Survey on Service Level: 80/20 Is Still Going Strong
When it comes to metrics for tracking call center performance, service level...
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This is our 1000th Post! A Look Back at Our Greatest Hits
It’s hard to believe, but the WordPress dashboard doesn’t lie: This is...
Live Discussion on Top Call Center Metrics Highlights
Last week, Fonolo hosted an insightful live discussion on the top call...
Top Call Center Metrics You Need to be Tracking [Live Discussion]
Everyone knows how important it is to monitor metrics, but do you...
Contact Centers Focusing Less on 80/20 Service Level
In the wide world of call center metrics, “service level” has always...