Change is the only constant trend.
Everything from the way we shop to how we listen to music has changed in the last two decades. This includes our experience as customers. Modern consumers are no longer willing to accept poor customer service. In fact, more than 80% of customers now say the experience a company provides is as important as its products.
It’s been a journey: The contact center evolved from the humble call center, as more channels of communication became commonplace. In order to keep up with the demands of modern consumers, the contact center is destined to evolve further, into the ‘Customer Experience Hub’ of the future.
As part of this, many businesses are already moving away from the view of call centers as ‘cost centers’ and towards one that views them as a centers of opportunity for businesses — one where the opportunities the center creates well outweigh the costs of running it.
With this ‘meta-trend’ to give us some context, here are three of our top trend predictions for the call center in 2020. Continue reading
It’s hard to believe, but the WordPress dashboard doesn’t lie: This is our 1000th blog post!
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:
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 “
