Tag Archives: infographic

How to Prevent a CX Disaster in 5 Minutes [Infographic]

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How to Prevent a CX Disaster in 5 MinutesPicture it: Your customer service is being inundated with calls, emails, and messages through every channel – perhaps you’re facing a product recall or a Black Friday sale, or it’s just one of “those” days – how do you effectively prepare for times like these? To successfully dodge any customer experience disaster it’s important to be proactive and have preventative measures in place. When you have a reliable back-up plan, preventing disaster can be accomplished in 5 minutes or less.

At Fonolo, we think that in order to defend against disaster there are a few things that should always be in your back-up plan arsenal. The following infographic will show you just how quickly disaster can be avoided with the right tools on hand. Continue reading →

5 Big Call Center Mistakes to Watch Out For [Infographic]

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5 Big Call Center Mistakes to Watch Out ForWe live in the age of the customer and increasing expectations are making it harder than ever for contact centers to feel good about their operations. In fact, only 1% of customers feel that their expectations of good customer service are always met. *Ouch* It’s like what they say, “People will forget what you said, people will forget what you did, but people will never forget how you made them feel.” Today, contact centers and agents have to strive for excellence at every single touch point of a customer interaction to convince customers that they’re doing everything in their power to meet their needs. And as you can imagine, this task is much easier said than done.

Effective contact center communications involve a number of factors, and sometimes, even when everything appears to be in place, business needs can change. In order for managers to successfully optimize agent performance, it’s important that they keep their eyes peeled for these 5 big mistakes that happen every single day in the contact center: Continue reading →

Who Are You #OnHoldWith? Top Twitter Complaints this Month [Infographic]

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Who Are You #OnHoldWith? Top Twitter Complaints this Month [Infographic]It’s time for a mid-summer’s round up of the worst onholdwith.com offenders we’ve seen this month. At the beginning of 2016 we released the “Top 10 Twitter Complaints to Start the Year” and it looks like we still have some familiar faces on the list, as well as some new offenders to shake a finger at.

Brand new to this month’s list is: Citibank, who catapulted all the way up to number two! Purolator also out #failed UPS with hold-time this month – inching into the 8th spot – knocking UPS off the list (but we won’t count UPS out of our year-end offender list just yet). And – in a somewhat surprising turn – this month’s highest complaint holder was Southwest Airlines, who jumped from seventh place to first place. Southwest recently encountered massive flight delays and cancellations due to poor weather, which essentially created a customer service catastrophe. Maybe next time they should have call-backs on tap to avert this kind of crisis. Continue reading →

8 Hurdles Call Center Managers Commonly Face [Infographic]

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8 Hurdles Call Center Managers Commonly FaceTo run a successful contact center, managers must overcome a number of obstacles. From caller abandonment to agent engagement, there’s no shortage of tasks to take on. There are, however, a number of similar challenges that managers will face throughout a career timeline. Namely, the issues of disengaging with legacy call center systems and integrating a more flexible solution.

As you explore these 8 hurdles, be mindful of these Fonolo solutions: In Call Rescue, Web Rescue, Mobile Rescue, and how they can help resolve many of these problems. We understand rebooting your existing infrastructure may seem daunting at first, but the right technology can help to eliminate many of the stressors indicated here. Continue reading →

10 Places to Find Customer Experience Inspiration

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10 Places to Find Customer Experience InspirationYou’ve got to start with the customer experience and work back towards the technology, not the other way around. – Steve Jobs

The invention of brand new experiences that your customers can fall in love with is no easy task, I mean, even the greatest of visionaries struggle. Sometimes we need a little help in the inspiration department to get our creative juices flowing. That’s why we’ve scoured the interwebs to find out where you can find visually and verbally stimulating content for some serious CX brainstorming. From quizzes, to infographics, to motivational quotes, here’s our list of places to find your CX inspiration and bring them to life. Continue reading →

5 Popular Call Center Benchmarks – How Do You Stack Up?

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5 Popular Call Center Benchmarks

You can’t manage what you don’t measure.

Which is why it’s so important for call center managers to benchmark their contact center’s performance. With proper benchmarking, you can determine just how well your operations (and your staff) stacks up against your competition. We’ve chosen 5 popular call center benchmarks: Service Level, Average Speed to Answer, Abandonment Rate, Call Duration, and First Call Resolution, to help you determine whether or not your contact center is performing optimally.

This infographic defines and reveals each of the 5 benchmark’s global average, which can be measured against your own contact center’s metrics. This is a good indication of whether or not your call center is performing up to par (maybe you’re exceeding metrics in some categories, but need a little boost in others). Take a look and see how you stack up!

Continue reading →

Infographic: 5 Pictures Revealing the Evolution of the Contact Center

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5 Pictures Revealing the Evolution of the Contact CenterSince the 1960s, technology has played a huge role in the evolution of the contact center. For this blog we’ve dug into the roots of the call center to unearth a few images of decades past. This infographic reveals candid snapshots of the call center and how agents have adapted to new waves of innovation over the years.

Whether you cringe or laugh, it’s clear, we’ve come a long way…  Continue reading →

Top 5 Call Center Infographics that Captured 2014

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Top 5 Call Center Infographics that Captured 2014Adapting to changes in the call center industry has become an annual requirement (this is especially true for organizations that stay in tune with the latest trends). Call centers experience continual transformation, from new technology to evolving consumer behavior. Now that we’ve entered the final month of 2014, I thought it would be fitting to share the top infographics that best illustrated the year we had.

So here goes … Continue reading →

Top 5 Customer Service Infographics for 2014

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Top 5 Customer Service Infographics for 2014Want some compelling reasons to invest more in your customer service efforts? How about some great facts to help you map out your customer experience strategy? You’ve come to the right place!

Here are 5 must-see infographics which illustrate the importance of customer service. Continue reading →

[Infographic] Top 10 Reasons to Attend Call Center Week in Vegas

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Call Center WeekCall Center Week is an event for anyone who cares about call center innovation or what the future of the contact center will look like. It is one of the industry’s most popular shows and the Fonolo team gets excited about it every year. This year you can catch us in the Exhibit Hall at booth number 66.

You can also watch Fonolo’s CEO, Shai Berger, speaking again at this year’s event! Together with Chris Abel, Director of Contact Center Operations at Bright Horizons Family Solutions, they will tackle the issue of call center spikes and how to maximize performance and productivity. You can catch this session on Thursday, June 12th in Track D at 2:05 PM.

Last year Call Center Week attracted 25 Fortune 100 companies and this year they’ve secured the highest percentage of end-user speakers in the industry! Still not convinced? Check out this nifty infographic on the top 10 reasons to attend Call Center Week in Vegas! Continue reading →

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