The number of cloud-based call centers is growing quickly and they are increasingly built on top of Amazon and/or Twilio. That includes both newcomers like TalkDesk and Serenova, as well as legacy vendors like Avaya and Genesys. However, Twilio and Amazon now have their own call center platforms (essentially competing with their own customers). Will the Amazon / Twilio “stack” define the contours of the next generation of call center? Continue reading
Tag Archives: call-center-technology
10 months ago, Avaya filed for chapter 11 protection kicking off the largest bankruptcy event in the history of the call center industry. Avaya faced a tough challenge to reach a restructuring agreement with their many debt holders, and to have it done quickly in order to minimize the damage to the brand, and the slow bleed of customers to competitors. Most of the process happened out of the public view, but in the last month, three announcements have revealed the status.
It looks like Avaya met their challenge successfully and will be exiting bankruptcy soon. More importantly, they managed to shake off a large portion of their debt, and set their sights on an IPO in early 2018.
Do you send customers to voicemail when there are not enough agents to handle calls? When hold times are too long? Or as an option regardless of hold times? If so, then thank goodness you’re here, because using voicemail in the contact center can have serious consequences that you might not be aware of. In fact, you’re better off leaving callers on hold!
In this mini complementary whitepaper, you’ll learn the major problems that can occur when using voicemail in the contact center, and how a true call-back system can help to remedy these issues. Inside you’ll find 5 key areas of contention when using voicemail.
Talkdesk rose quickly from humble origins to make big waves in the call center space. Their fast growth has made industry veterans rethink their assumptions. For example, it was thought that the core capabilities of call centers (queuing and routing voice calls at high volume) were “tough” problems to solve. That toughness was supposed to be a barrier against new entrants, but Talkdesk used tools like AWS and Twilio, combined with a large team of off-shore developers, and proved that assumption wrong.
Talkdesk continues to punch through barrier after barrier in catching up with the old guard. All the major call center vendors have some form of partner program, and most have adapted those programs into some form of “marketplace” experience. A few months ago, Talkdesk joined that club too, but they’re doing something different.
Recently, Shai Berger, CEO of Fonolo had the pleasure of speaking with former model turned entrepreneur, Kathy Ireland, on Worldwide Business. The interview aired on FOX Business Network and Bloomberg International, and gave Fonolo the opportunity to share how it’s revolutionary technology is fixing the problem of waiting on hold. The company has helped to alleviate some of the most universal challenges in the contact center, such as: reducing abandonment rates, smoothing out spikes in call volume, and lowering operating costs. In turn, Fonolo’s solutions have transformed the customer experience and the way many call centers do business today.
Call centers are under a lot of pressure to deliver on consumer expectations while keeping costs contained. That central challenge was there even before social media, chat, and email showed up to complicate matters. Those alternate channels have taken some pressure off of voice calls, but the flip side of that is that the calls that do end up with an agent require more time and effort. As a result, many companies still have long wait times to speak to an agent. If you don’t have the budget to staff up, another option you should consider is call-backs.
Simply put, replacing hold-time with a call-back is the closest thing to a “magic bullet” that you’ll find in the call center world. Call-backs make callers happier, and agents more efficient!
What we know: The voice channel is here to stay (Whether or not it declines in popularity is still up for debate). But we can’t hide from the facts: 57% of customers still have to switch from web to phone to complete a transaction and phones still handle 68% of all contact center communications.
Customers all around the world rely on this personal method of communication to resolve issues, pay bills, renew services and more. Calling customer support is a natural part of our behavior, but when it comes to improving the calling experience contact centers may not have all the facts straight. Continue reading →
Last week, Fonolo hosted yet another insightful Google Hangout, discussing gamifcation in the contact center. This fabulous panel of industry experts shared their comments on 4 questions regarding why you should, or shouldn’t gamify your contact center. To save you some time, we’ve extracted video snippets of the answers to each question.
Let’s take a quick look at the panelist introductions: Justin Robbins, Community Services Manager at ICMI, Neal Topf, President at Callzilla, Sean Hawkins Manager of Technical Support and Support Engineering at iContact, Jodi Beuder, Customer Experience Advocate at Impact Learning Systems, and Shai Berger CEO and Co-Founder at Fonolo. Continue reading →
If you manage a contact center, it’s likely you keep a close eye on First Call Resolution (FCR). This is a metric that many consider to be critical to the operation of an efficient call center. A recent LinkedIn discussion asked the question, “What are the top 3 metrics you track” and FCR was mentioned in most of the answers. (See this recent blog post for a summary of that discussion.)
There are many ways to improve FCR from both a technology and policy perspective. Continue reading for some tips and resources that cover both categories. Continue reading →