Tag Archives: cloud-call-center-technology

The Top 4119 Animals to Hire for Your Call Center

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The Top 4119 Animals to Hire for Your Call Center

The Top 4119 Animals to Hire for Your Call CenterHere at Fonolo, we understand the many issues call centers face in regards to staffing, spikes, hold times, call abandonment, and more. That is why we’ve tasked ourselves to research the best solutions to deal with these problems head-on. While nothing can beat call-backs in improving your call center experience for both customers and agents, we are happy to announce the findings from our years of research.

You might already be thinking you know the answer:

Artificial Intelligence?
No.

Internet of Things?
No.

Bots?
No.

What is it?
Animals! 

From furry to feathery, and everything in between, they are here to take your animal farm of a call center to the next level. Our latest report will show you how, now.

 

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How to Efficiently Manage Service Levels with the Right Technology [Webinar]

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How-to Efficiently Manage Service Level with the Right Technology‘Service level’ measures the accessibility of a company to their customers, and that company’s ability to manage call volume fluctuations and execute their staffing strategy. It is directly tied to customer service quality and is often a vital indicator of a contact center’s overall performance.

A declining service level can point to a number of issues: Poor scheduling; calls taking longer than expected; unplanned call fluctuations; and much more. On the other hand, if a contact center’s service level is improving, it’s usually a sign that the right technology, optimal agent scheduling, and accurate call planning are in place.

How can contact centers better manage their service levels? Leveraging the right technology can go a long way in improving a less-than-optimal service level and,  as a result, the overall quality of customer service. From optimizing workforce management to enabling agent call-backs, managers and decision-makers who implement the right technology will reap the rewards.

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1 Year After Bankruptcy, Strong Signals from Avaya

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Avaya Announces Earnings December 2018It’s been a big year for Avaya, probably the most important 12-month period in the company’s long, storied existence. In January, Avaya emerged from bankruptcy with a newly listed stock (NYSE: AVYA); a balance sheet much lower in debt; a new management team; and a renewed focus.

Thus, today’s earnings report was a milestone for the company and it was generally positive. Those of us cheering for a strong and competitive Avaya have a lot to be happy about.

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Call Center Cloud Conversion Continues

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Call Center Cloud Conversion ContinuesMost people don’t realize the impressive scale of the contact center industry. Collectively, we spent 190 billion minutes calling a company for help. On the other side of those calls were 3.6 million people working as agents (and those numbers are just for the US).

Companies spend roughly $22 billion on the technology enabling all of these interactions, and with the market undergoing a massive change in the last decade, that number will continue to grow. The idea of the call center as a cloud-based service has switched from being impractical, to now almost inevitable.

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Mostly Positive Earnings Reports for Cloud Call Center Companies

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Mostly Positive Earnings Reports for Cloud Call Center CompaniesIt’s earnings time. We’ve been following publically-traded companies for whom cloud call center is a significant component of their business. Many released financial results in the past couple weeks, so let’s see what can be discerned about the near term future of the sector. This isn’t an exhaustive review, of course. To keep the blog post digestible, we are just focussing on companies with interesting news. This quarter that’s Avaya, Five9, RingCentral and Twilio.

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Some Fuzz Around Call Center Cloud vs Premise

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Some Fuzz Around Call Center Cloud vs PremiseWere you glued to last week’s Comey testimony like I was? The Fired FBI Director had some great phrases that are already appearing on t-shirts. My favorite was the use of “fuzz” to describe uncertainty. I said to myself, “Lordy, I gotta work that into my next blog post.” Luckily, my weekend reading pointed naturally to an appropriate topic.

The evolution of contact centers from premise-based to the cloud has been covered many times here. I’ve often described it as an “inevitable migration”. Turns out there are dissenting views on the inevitability part. Furthermore, vendors are finding ways to blend the best of both worlds. There is, indeed, some “fuzz” around what is and isn’t cloud.

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5 Short Videos on the Contact Center’s Future

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5 Short Videos on the Contact Center’s FutureWe’re always on the look-out for new industry research and we try to point our readers at the best ones we find. But, just like you, sometimes we’re not in a reading mood and, for those times, videos can also provide great information in a “lean-back” mode. Companies put out lots of product videos these days. Sadly, they are often filled with stock video, unnecessary animation and generic, buzz-word filled dialog.

In today’s post, we’ve assembled some videos that are actually informative. They cover aspects of the contact center that are all connected somehow with this year’s main trends.

 

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Join Fonolo at ICMI’s Contact Center Demo and Conference

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Join Fonolo at ICMI’s Contact Center Demo and ConferenceAre you ready to discover the latest technology and services to improve operations? We invite you to join us at this year’s ICMI Contact Center Demo & Conference taking place October 25-27 in Dallas, TX.

In this ever-changing era, the modern contact center must find new ways to manage intensifying pressures placed upon the industry. By attending ICMI’s Contact Center Demo & Conference executives will learn how to achieve and exceed the expectations set for today’s contact center. You will also find a demo hall full of the latest technology and services to prepare you for the future, as well as plenty of opportunities to network and learn from your peers who have experienced and conquered some of your same unique challenges. The benefit from that kind of face-to-face interaction is priceless! Continue reading →

Call Center Cloudification Update

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Call Center Cloudification UpdateMost people don’t realize the impressive scale of the contact center industry. It accounts for one in every 25 jobs in the US! By some estimation, there are 14,000 call centers in the United States and over 120,000 worldwide.

It’s a growing industry as well. According to the Bureau of Labor Statistics, 2.6 million people had the occupation “Customer Service Representatives” in 2015. That number is up 17% over the past 5 years and 27% over the last 15.

For the last few years, this industry has been undergoing an extraordinary transformation. 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 that argument was dead and the migration was in full swing. Between 2008 and 2012, the cloud market grew by some 224%.  Just between August 2014 and August 2015, total number of cloud seats jumped 49.9% (both data points from DMG).

What explains this remarkable shift? And what comes next? Continue reading →