In a society becoming increasingly obsessed with text messages, DMs, and emojis, it turns out that authentic, real-time human interaction through phone calls is still the preferred way to deliver optimal customer service. Here are some key reasons why it’s critical to maintain an effective real-time call center strategy to ensure lasting customer satisfaction, retention, loyalty. Continue reading
Tag Archives: customer-service
The number of cloud-based call centers is growing quickly and they are increasingly built on top of Amazon and/or Twilio. That includes both newcomers like TalkDesk and Serenova, as well as legacy vendors like Avaya and Genesys. However, Twilio and Amazon now have their own call center platforms (essentially competing with their own customers). Will the Amazon / Twilio “stack” define the contours of the next generation of call center? Continue reading →
The field of customer service is very close to my heart. As a young student I worked as a customer service representative, and as a “young” professional, I’ve dedicated myself to a solution that improves contact center interactions around the world. The customer service sector is unique in that it requires both companies and people to undergo continuous improvement. Though, in my humble opinion, this is also what makes it so fun.
At Fonolo, we have distributed a ton of written resources to help professionals in the field, but of course people all learn in different ways. Today we’d like to share some must-watch TED Talks.
If you haven’t watched TED Talks before, you’re in for a treat. TED has done a fabulous job at building a global community of people across virtually every discipline. This organization posts free talks online, covering a slew of topics! Here are three videos that are sure to help customer service professionals. Continue reading →
The weight social media has on brand affinity and customer satisfaction is constantly growing. Today 84% of consumers expect companies to respond within 24 hours after posting on social media, while 72% of Twitter complaints expect a response within an hour. But what does this mean for the future of customer service? Well, it’s been said that social customer care is actually the new business marketing. We are in an age where customer service has the potential to go viral, which means there is a lot more at stake for brands. Therefore, businesses must remain on the pulse of new innovations to ensure consistency and quality. Continue reading →
Since the inception of the voice channel, businesses have faced and overcome many obstacles to improve the experience for customers. Yet, this channel continues to be the bane of many customers’ existence. Are businesses not sick of hearing the same complaints over and over again? Are consumers not tired of complaining about the same things? If your call center still makes customers cringe when they dial into support, it’s time to take action. If you’re a customer who assumes the experience will be a bad one, then you’re setting yourself, and the call center up for failure.
The contact center must continue working towards perfecting the voice experience, and customers should not discount these efforts, because frankly we’re all a little tired of hearing the following: Continue reading →
As a customer, you have more options than ever when you want to contact a company. Non-voice channels such as email, chat, SMS and social media have been steadily growing in popularity. It’s natural to imagine that the plain ole’ phone call is past its prime, and declining in importance.
While it’s true that the channel mix is shifting, it would be wrong to conclude that phone calls are any less essential to customer service. Let’s review some recent industry data and see why.
Join Fonolo, the Greater Toronto Area Contact Centre Association (GTACC), and three amazing keynote speakers for a day of interactive workshops, engaging panel discussions, and lots of networking! On Thursday, November 2nd, 2017 at Pearson Convention Centre in Brampton, Ontario, GTACC will bring together call center professionals from across the country.
The event will include three keynote sessions from world-renowned motivator and communicator, Mike Lipkin, three-time Olympic gold medalist, Marnie McBean, and Contact Center Practice Leader for J.D. Power, Mark Miller. Continue reading →
Serving the public comes with its own pros and cons. The cons: It can be super difficult to meet everyone’s expectations. The pros: When you do, it’s incredibly rewarding; nothing is more satisfying than a happy customer. If someone calls you, and you’re able to take them from angry to being pleasantly surprised and thankful, it’s certainly an accomplishing feeling.
Although you might have a clear plan in place for how to service customers, chances are there’s something you’re missing. The problem is, that most contact centers don’t know which pieces of the puzzle they need to fill. Luckily, there’s a foolproof way of tackling this. If you utilize these 5 tips on a regular basis, you’ll be sure to keep customers happy. Continue reading →
Ok, let’s face it; the age of robots is now. As businesses automate their sales and support teams, chatbots and other AI programs are becoming increasingly popular. So, if you’ve been living under a ROCK and need a refresher, please allow me to explain chatbots in layman’s terms. A chatbot is a computer program that automates certain tasks by chatting with customers through a conversational interface, like Facebook. Chatbots give brands from any industry the ability to engage with customers on a personal level. It’s actually super cool.
With apps struggling to get downloads and bots being cheaper and quicker to make, many executives are saying that bots are poised to take over apps! It seems that some of the big brands are catching on, and as consumers get familiar with communicating this way they will start to expect it from more companies.
To give you some examples, here are 5 known brands using chatbots through Facebook’s messaging platform. Continue reading →
Credit unions must be competitive in order to stand out from those big mean banks; they must establish a truly unique offering to attract new membership. One way to successfully accomplish this is through the member experience. Since credit unions tend to serve local communities, it’s important for each member to feel appreciated by their financial institution. Therefore, customer service plays a significant role in the relationship members have with their credit union. For example, if your credit union suffers from long hold times, it’s unlikely your members will feel like you’re taking their needs seriously. Also, it’s nearly impossible to attract new members if they can’t even get a hold of you.