Tag Archives: call-center-trends

Top 16 Contact Center Tweeters to Follow

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Top 16 Contact Center Tweeters to FollowFrom bloggers, to analysts, to contact center publications, there are a lot of distinct voices discussing the latest best practices and trends in the call center space. With so many influencers to follow, how do you pick the ones that will add the most value to your Twitter stream? Fonolo is here to help. These 16 tweeters crank out quality content that are sure to provide insight into the contact center industry.

While we definitely didn’t have room to include all of our favourite folks and organizations, we figured this would be an optimal list to get you started. If you value the content from an individual or organization on Twitter, make a point to show appreciation by retweeting or “liking” their posts.

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[Video] 3 Takeaways from Our Google Hangout: Call Center Trends

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[Video] 3 Takeaways from Our Google Hangout: Call Center TrendsLast week, Fonolo hosted yet another insightful Google Hangout, discussing the top 3 call center trends for 2016. This was our first ever hangout with just the Fonolo team. This fabulous panel shared their comments on where the contact center industry is heading this year. To save you some time, we’ve extracted video snippets showcasing highlights from the discussion.

Let’s take a quick look at the Fonolo panelist: Mav Mehta, Account Executive, Daniela Puzzo, Director of Marketing, Nicolina Savelli, Communications Manager, and Shai Berger, CEO and Co-Founder.

 

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[Slideshare] Predicting the Future of the Contact Center

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[Slideshare] Predicting the Future of the Contact CenterDelivering a best-in-class customer experience is a top priority for many contact centers and service organizations. These businesses know that providing an optimal experience is a moving target, one that is always changing and transforming. For this reason, they keep a keen eye on trends that can help shape their strategy.

This year, there are prominent areas of the contact center that managers should focus on – you can find out the Top 9 Call Center Trends here or, better yet, join us as we discuss the top 3 that stand to be the most critical. Continue reading →

Whitepaper: Top 9 Call Center Trends for 2016

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Top 9 Call Center Trends for 2016Did you know the cost of poor customer service is over $41 billion per year? Clearly, that number is too big to ignore. More than ever, businesses are competing to deliver superior customer service experiences. In fact, Zendesk reported that 82% of customers stopped doing business with a company because of bad customer service.

The best way of deciding how to improve performance at the contact center is to step back and look at it from a 360-degree view. It’s a lot to consider, which is why this whitepaper will help highlight the most popular areas being forecasted this year.

These 9 call center trends will give contact center managers a solid understanding of how they can help shift operations into high gear. Continue reading →

Live Discussion: Top 3 Contact Center Trends for 2016

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Top 3 Contact Center Trends for 2016Now is a great time to reflect upon how your call center has been performing, with an eye on making changes to enhance performance this year. Many trends will dominate the contact center industry, each one having a direct effect on consumer experience and employee productivity.

Not sure where to start and what will have the greatest impact?

According to Forrester, 95% of customers use more than one channel to communicate with companies! With that in mind, we cherry picked three critical trends that service leaders should fully understand this year. Continue reading →

5 Call Center Predictions for the Service Leaders of 2014

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5 Call Center Predictions for the Service Leaders of 2014Many trends will dominate the call center industry in 2014, directly affecting business processes and the customer experience. However, call center leaders need to be selective about which trends to take action on. The data can be overwhelming and deciding which predictions are relevant takes a great deal of thought. Continue reading →

What is a Google Hangout?

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With the realm of social media options, chat platforms, online meetings, and more – we’ve yet to see something as intuitive and interactive as a Google Hangout.

Google+ Hangouts is a free video chat service.  In addition to one-on-one chats, it also focuses on “face-to-face-to-face” group interactions where speakers have the ability to “Hangout on Air”, and publish a live video broadcast online.

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