Voicemail in The Call Center? 5 Reasons You’re Gonna Regret It
Almost every contact center has to develop a strategy to deal with spikes in call volume....
Tag: call-center-metrics
The 80/20 Service Level Stands the Test of Time
It’s easy to focus attention on all the changes that the contact center has undergone in...
Bots Haven’t Truly Arrived Until We See Containment Stats
What a huge year it was for bots! A term that was barely on the radar...
5 Stats that Prove the Importance of Self-Service
Customers today don’t want to waste time and energy calling, chatting or emailing with customer service...
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5 Big Call Center Mistakes to Watch Out For [Infographic]
We live in the age of the customer and increasing expectations are making it harder than...
Getting Customer Service Back on Track and Why it Matters
Newsflash: Only 1% of customers feel that their expectations of good customer service are always met. That factoid presents...
7 New Contact Center Reports Worth Your Time
At Fonolo, we’re always on the look-out for new industry research, studies, surveys and whitepapers. It’s...
5 Mistakes Contact Centers Make Every Day (And How to Avoid Them)
I think it’s fair to say that the busier you are, the higher the likelihood for...