The Top Hold Time Offenders of 2022 Revealed (And Airlines Aren’t Doing So Hot)
Airlines have dominated our list of hold time offenders this year. Find out what the Twitterverse...
Tag: hold-time
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Dangling Calls: A Fonolo Xmas Carol
Dangling calls, Queues are stalled. What's taking you so long? I just want to know why...
Did Contact Centers Fail the COVID Test?
We've all seen the stories: Customers left on hold for hours, sometimes unable to get through...
#OnHoldWith the Worst Offenders of the COVID-19 Pandemic
Can we all agree that being stuck on hold with a company is one of the...
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New York Times Op-Ed Mentions Containment Rate
Containment rate is a well-established performance metric in the customer service world, but not as well-known...
Delta’s Flight Cancellations Led to a Call Center Meltdown
It’s no secret to the savvy traveller that most leading airlines will limit the number of...
6 Call Center Practices You Can STOP Doing Today
So, you’re working on auto-pilot eh? (Yes, I’m Canadian.) I get it; we all tend to...
Why Don’t More Call Centers Tell You Estimated Wait Time?
When callers are waiting on hold they’ll typically hear a range of messages from the contact...