Summer may be over, but the sun is rising on a busy 2018 fall trade show season. Fonolo has many events on the horizon, but is especially excited to be a first-time exhibitor at SOCAP’s REIMAGINE Customer Care Conference, October 21-24, 2018, at the Grand America Hotel in Salt Lake City, Utah.
Produced by SOCAP International, a collaborative community of leading customer care experts from diverse industries, the Re-Imagine Customer Care Conference will bring together renowned brands and solution providers to engage in meaningful conversations on the role of customer care and how it can adapt to meet the growing needs of future consumers. Continue reading
Ford started out with a dream: Build a horseless carriage affordable enough for every American household. He wanted Ford Motors to be special, not just another giant, aloof institution in the marketplace. Ford dreamed of an inspired business built upon customer-first principles and propelled by innovation. As history shows us with the Ford legacy, forward-thinking businesses with inspiration as a core part of their mandates yield inspired workforce, higher employee productivity, and increased customer loyalty.
We deal with a lot of buzzwords and phrases that saturate the customer service industry, some of which have become a little bit tired. One in particular that we really detest here at Fonolo is “Delight your customer”. Personally, when I hear that phrase, I experience a range of emotions. It seems to be healthy balance between shock (Why in the world would one use that phrase?) and sheer irritation (sort of akin to nails on a chalkboard!).
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.
Few people would argue that technology is rapidly changing our culture, but it is the rate at which these changes are happening that may be surprising to some. In five years, it is estimated that our technology will be 32 times more advanced than it is today. Social media is one of the primary drivers of these advancements because it turns every business into a 24/7 global establishment.
Fonolo is proud to be a part of Call Center Week Winter, January 26-29, 2016 at The Rosen Center in Orlando, Florida!
