The modern call center has come a long way, as companies embrace technology to streamline the process of providing telephone-based customer service.
And yet, call centers are still plagued by the same, all-too-familiar problems: confusing IVRs, long hold times, and the need to repeatedly ask customers for information. No matter how much organizations try to improve customer service, a single one of these complaints can torpedo their interaction with customers.
Let’s have a look at the top 3 call center complaints you (and your callers) want to avoid: Continue reading
Across the board, consumers continue to be dissatisfied with contact centers. Take for example, the 
The industry’s largest event, Call Center Week, is only a few weeks away and the excitement is definitely building. Fonolo will have a booth in the exhibit hall of course, and I’m really looking forward to meeting and chatting with folks from every aspect of the contact center universe.
Queue up the theme music and rolling tumbleweed! (We’ll have to make do without Clint Eastwood.) Through the use of 
The answer is simple: it all boils down to performance and the effect it has on the customer experience. There are three things we can all agree with when it comes to phoning a contact center:
Often prospective customers will tell me that hold times “aren’t an issue” with their call center. This is usually an indication that there’s more to the story. Because, more often than companies want to admit, hold times are an issue with their customers.
Before you answer that – consider how much time consumers actually spend on hold. According to 
Mark your calendars folks! 
Did you know that the average person waits almost 
