Dangling Calls: A Fonolo Xmas Carol
Dangling calls, Queues are stalled. What's taking you so long? I just...
Customer Service Blog
Your best source of customer service news, views, resources, and best practices
Did Contact Centers Fail the COVID Test?
We've all seen the stories: Customers left on hold for hours, sometimes...
#OnHoldWith the Worst Offenders of the COVID-19 Pandemic
Can we all agree that being stuck on hold with a company...
New York Times Op-Ed Mentions Containment Rate
Containment rate is a well-established performance metric in the customer service world,...
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Delta’s Flight Cancellations Led to a Call Center Meltdown
It’s no secret to the savvy traveller that most leading airlines will...
6 Call Center Practices You Can STOP Doing Today
So, you’re working on auto-pilot eh? (Yes, I’m Canadian.) I get it;...
Why Don’t More Call Centers Tell You Estimated Wait Time?
When callers are waiting on hold they’ll typically hear a range of...
5 Pitfalls When Measuring Abandonment Rate
This week we present a new installment in our “Pitfalls” series which...