Let us tell you a story.
Back in May, a Canadian company — Fido Solutions, which is owned by Rogers Communications Inc. — took steps to charge a small fee for its customer support services at its call centers. Yes: A service that used to be provided for free when customers paid their monthly bill just became billable. The new service fee, which costs $10, charged customers for simply calling in to make a payment, update contact information or payment method, or reset a voicemail password.
The decision to turn this unpaid service into a premium one was seen largely as a cost-saving measure, and as a way to improve customer service at call centers when overflow was occurring during peak periods. With most of those services available online, the company believed that it was easier to make small changes to customer accounts online as opposed to calling in to speak to an agent to handle them.
Back in 2009, 
Smartphones and other mobile devices are an excellent way for your business to reach out to consumers and build loyalty with them. A recent Forrester study found that consumers who access social networking sites from a smartphone are more likely to engage with content posted by a brand than their PC counterparts.
In light of today’s webinar on the 
Adapting 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.![[Video] 4 Takeaways About Call Center Trends for 2015](https://fonolo.com/wp-content/uploads/2014/11/Video-4-Takeaways-About-Call-Center-Trends-for-2015-1024x1024.jpg "[Video] 4 Takeaways About Call Center Trends for 2015")
Last week, Fonolo hosted another insightful Google Hangout, discussing the top 4 call center trends for 2015. To save you some time, we’ve extracted video snippets of the answers to each question.
Improving performance has always been an area of importance for contact centers. However, as the service industry grows to new heights, it’s important for professionals to see beyond the horizon.
