Often, we use terminology and abbreviations that we become accustomed to in our everyday lives, especially within the call center space. Given that the average person spends one third of their lives at work, it is no wonder that we develop whole worlds of vocabulary to use within our professional environments. After all, it is simpler to say, “Where are we with AHT this week?” than to say, “Where are we with the average handling time metric this week?” It may seem insignificant, but cutting words down to vowels or single syllables is evidently preferable to a mouthful of phrases, particularly if they must be used regularly within the workplace. Just look at our use of acronyms and abbreviations in everyday life – ASAP (as soon as possible), LMK (let me know), TTYL (talk to you later), and the list goes on.
Nothing says summertime like lounging by the pool and reading contact center industry reports, amirite? Seriously though: If you slack off with your reading during the summer months, you’ll be too far behind in the autumn to ever catch up. Make sure you have already looked through the reports in our 
It’s going to be a big year in the world of contact center and in customer service technology. Will Avaya soar upwards, freshly unburdened from its decade of debt? Will this be the year that messaging platforms from Facebook, Apple and others reach critical mass as a channel for customer service? Will the AI / chatbot hype start to live up to its promise? We’re going to tackle all of those topics in the months ahead on this blog, but first we’re reading everything we can so we can bring you the most accurate analysis. Below are some of the reports that we have found most interesting.
Fonolo is at it again! That’s right folks, tradeshow season is upon us. What better way to start the action than by exhibiting at the highest rated event for contact center professionals. Join Fonolo at ICMI’s Contact Center Expo and Conference, May 10-13 2016 at the Long Beach Convention Center.
Over the last decade, an extraordinary transformation has taken place in an industry which, for decades prior, had seen little change. In the early 2000’s, running a call center through a cloud service was dismissed as impractical. A few years later, it was viewed as “just for the smallest call centers”. But by 2008 many naysayers had eaten their words and the migration was in full swing. Between 2008 and 2012, the cloud market grew by some 224%. By the end of 2013, more than 62% of organizations were using some type of cloud-based contact center solution as part of their operation. (Both data points from 
I am often asked about how Fonolo compares with other options on the market such as Virtual Hold, Avaya’s Callback Assist or Cisco’s Courtesy Callback. The answer, in one word: “cloud”.
There’s no denying that great customer service is the lifeblood of any call center. However, making your business shine relies completely on the standards you set. Having a good understanding of industry benchmarks, statistics, and trends allows you to set goals to measure against. Naturally, a successful contact center – or any business for that matter – will aim to exceed those standards.
