Conference season is upon us! This year you can catch up with Fonolo at SQM’s 18th Annual Customer Experience Conference on May 2-4, 2017, at Sparkling Hill Resort in Vernon, B.C. AS a trusted advisor in the contact center industry, SQM will share ground-breaking research for improving the customer experience.
SQM has been conducting CX benchmarking studies since 1996, setting standards for over 500 leading international contact centers on an annual basis. Their experience helping call centers improve First Call Resolution (FCR), One Contact Resolution (OCR) and the omnichannel experience is truly unsurpassed. Continue reading
Every year Fonolo recognizes contact centers who are dedicated to reducing hold time, thereby delivering a superior customer experience. This year is no different! We are excited to acknowledge three amazing organizations for their outstanding achievements. The following companies have worked diligently to improve agent engagement, while also enhancing the customer experience, and we are honored to be part of their ongoing transformation.
According to Dimension Data’s 
It’s easy to focus attention on all the changes that the contact center has undergone in the last few years. There’s been a radical transformation in the way we communicate with each other, and with companies. Today’s younger consumers can’t remember a time when the only way to reach a company was to go there in person or dial a phone. (For that matter, most of them don’t know why we even use the verb “
At Fonolo, we’re always on the look-out for new industry research, studies, surveys and whitepapers. It’s the only way to stay current on the many aspects of the fast-moving contact center industry. No doubt you’ve noticed that the popularity of “content marketing” has resulted in a dramatic increase in the quantity of content from vendors, analysts and industry groups. Sadly, that’s made it hard to find the quality among all the fluff.
