How to Make Your Contact Center More Resilient
It’s always difficult to predict trends, especially during uncertain times. However, we’re willing to bet that...
Tag: crisis Management
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Call Center Overwhelm is Not Normal — Stop Treating it That Way
Why do we treat call center overwhelm like a necessary evil? Call volumes spike, agents get...
The Importance of Call Centers in a Crisis
The COVID-19 pandemic has impacted industries worldwide, but few others are feeling the heat like the...
COVID-19 Safety Measures for Call Centers
As we transition back to the call center, we all need to do our part to...
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How to Transition Back to the Call Center After COVID-19
Depending on which news outlets you follow, you may be under the impression that traditional brick-and-mortar...
9 Effective Ways to Handle Call Volume Spikes in a Crisis
At the risk of blowing our own trumpet, we've been hammering on about the necessity of...
Contact Centers: Prepare for Post-Pandemic Shocks Now
At the moment, many call centers are faced with a torrent of unexpected demand. At Fonolo,...
5 Creative Ways to Manage Agent Shortages in Your Contact Center
If there's one thing you're going to need during a crisis, it's more hands-on-deck. It's both...