If you’re reading this, there’s a good chance you’ve been placed on hold at least once in your lifetime. In fact, 45% of customers can’t remember having a recent positive experience, and 35% of them say it was directly related to poor response times. This is a serious problem since timeliness is the most important thing a company can do to provide good service. When organizations make customers wait for assistance, it can force them to seriously question why they still do business with you at all. Take a quick look at onholdwith.com for some shocking insight on hold time offenders.
Okay, okay, we’ve spelled out why hold times are so terrible, but unfortunately they are still a regular occurrence. Let’s see how we can try and make it a little more bearable.
Here are 6 things you can do to make it through those long, lonely, wait times: Continue reading
Onholdwith.com
The objective for this year’s CCW Conference & Expo is to strengthen the contact center’s foundation for future transformation. As innovation in the call center space grows and customer expectations increase, this is a mission Fonolo can get behind. That’s why we’re excited to be exhibiting once again at the 18th Annual Call Center Week Conference & Expo, June 26 – June 30, 2017, at The Mirage in Las Vegas.
Monday: It’s the start of a new week and everyone is back to reality, trying to check everything off their “To-Do” lists. The problem? Mondays are notorious for high agent absenteeism. Whether it’s falling ill or just wanting to extend the weekend, being understaffed on Monday’s is commonplace in the contact center world. This, coupled with high call volume, can create a major meltdown for any call center.
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.
Historically, great customer service depended on one thing: people. Call center agents acted as the main liaison for delivering a positive or negative customer experience. But in our world of multi-channel communications, the need for speed has changed the game. According to Forrester, 
I recently read a great analogy on what it feels like to call customer service today. Imagine being a child again and asked to do your math homework – a subject you’re unfortunately not very good at. You end up procrastinating the task for as long as possible because deep down you know it will take much longer than expected, and somewhere in the process you’ll be throwing up your hands in frustration. Speaking to a live agent is amazingly similar to doing your dreaded math homework.
If you’ve ever tweeted about waiting on hold with a call center your frustrations have likely been cataloged on 
