The Secret Behind Twitter’s Customer Service Superpower
The burning questions for the customer service industry today are which channels of communication are currently...
Tag: multi-channel
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[Webinar] Chat vs. Messaging: A Customer Service Battle
Traditionally, delivering great customer service requires striking a balance between a good experience and affordability....
5 Ways the Phone Call’s Role is Changing in Customer Service
For decades, the phone call was the dominant choice for getting customer service from a company...
Common Pitfalls in Deploying a Call-Back Solution
The bar for customer service has never been higher. In fact, today’s consumers are so demanding...
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Fonolo Partners with Aspect on Multi-Channel Call-Backs
One of the stats we often lead with is from Forrester, who notes that "75% of...
Reduction of Abandonment in Multi-Channel Environments
In a modern multi-channel contact center agents should have the ability to handle several customer interactions...
The Multi-Channel Challenge is Accelerating
Last week, the Fonolo team attended Frost and Sullivan’s Customer Contact conference and I had the...
5 Reasons Why Retailers Need to Focus on Omni-Channel
If you're not entirely sure what "omni-channel" means, you're not alone. Omni-channel effectively extends the concept...