How to Improve Contact Center Agent Performance
Your comprehensive guide to upskilling and increasing the abilities of your contact center or support agent...
Tag: first-call-resolution
From call-backs to customer service, our extensive library will support you at any stage of your journey. Ready to learn how you can deliver the ultimate call center experience?
What Customers Want and Expect from your Call Center
Certain commentators in the customer service space have been predicting the death of the call center....
Top Call Center Metrics You Need to be Tracking [Live Discussion]
Everyone knows how important it is to monitor metrics, but do you know how to pick...
9 Critical Contact Center Trends for 2018 [White Paper]
Today, changes to the contact center are a response to consumer behaviour, and not simply the...
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The Contact Center Playbook for Improving Customer Satisfaction [Whitepaper]
In this handy playbook, contact center leaders will learn the ins and outs of improving customer...
Catch Fonolo at SQM’s Annual Customer Experience Conference
The conference season is upon us! This year you can catch up with Fonolo at SQM's...
A Fresh Take on First Call Resolution
First Call Resolution is one of the most commonly watched call center metrics. There’s good reason...
How to Prevent a CX Disaster in 5 Minutes [Infographic]
Picture it: Your customer service is being inundated with calls, emails, and messages through every channel...