It’s hard to believe, but the WordPress dashboard doesn’t lie: This is our 1000th blog post!
From the very beginning, we knew we didn’t want the blog to just be a tool for self-promotion. Too many company blogs are filled with recycled press releases and thinly-veiled cheer-leading. Our hope was that a) we could develop a loyal audience by covering topics beyond the immediate neighborhood of our product; b) we would do this with a quasi-formal journalistic ethic (e.g. objective tone, footnoting sources, high-quality images); and c) we would do this often (three times a week!). I’m happy to report that the plan paid off and we now have thousands of loyal readers.
Last week, Fonolo hosted an insightful live discussion on the top call center metrics you need to be tracking . This expert panel discussed NPS for customer satisfaction, popular call center metrics, the future of the voice channel, and so much more! To save you some time, we’ve extracted video snippets showcasing highlights from the discussion.
Everyone knows how important it is to monitor metrics, but do you know how to pick the right ones, and implement an effective strategy? The trick to successfully manage metrics is to specifically identify which data points are relevant to you, and to analyze what that data means to your organization. What makes this task so daunting for contact centers is the sheer number of metrics to choose from: Service Level, Customer Satisfaction Score, Abandon Rate, First Call Resolution, Average Speed to Answer, and the list goes on.
In the wide world of call center metrics, “service level” has always held a special place. It gives the industry a universally understood way to talk about how quickly calls are answered by agents. Its origins go back over 5 decades, to the earliest days of call centers.
Almost every contact center has to develop a strategy to deal with spikes in call volume. For some, spikes are a regular part of their traffic pattern. For others, spikes are unpredictable. Either way, the approach you take to deal with having more calls than you can handle says a lot about your company and – more importantly – sends a strong message to your customers.
It’s easy to focus attention on all the changes that the contact center has undergone in the last few years. There’s been a radical transformation in the way we communicate with each other, and with companies. Today’s younger consumers can’t remember a time when the only way to reach a company was to go there in person or dial a phone. (For that matter, most of them don’t know why we even use the verb “
What a huge year it was for bots! A term that was barely on the radar became a sizzling hot trend. Facebook kicked off the mania by opening its Messenger platform and now has 
Customers today don’t want to waste time and energy calling, chatting or emailing with customer service when their answers can just as easily be found using self-service. Self-service is a win-win strategy for any service organization. It allows companies to provide online support with no agent interaction, and lets customers feel empowered to find answers in their own time.
We live in the age of the customer and increasing expectations are making it harder than ever for contact centers to feel good about their operations. In fact, only 
