Checking In: JetBlue and Gladly Partnership Improves Customer Service
Airline services have been scrambling to improve their customer service strategies and...
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Most Recent From multichannel
Amid Messaging Channel Jungle, SMS Stands Alone
Text-based communication plays a growing role in customer service. There are several...
How Social Media is Affecting Brand Perception in the Contact Center
The traditional call center is used a central hub for consumers to...
Client Spotlight: 1st United Services Credit Union Improves the Customer Experience
In October 2012, 1st United Services Credit Union started using Fonolo. By adding Fonolo to its...
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How to Eliminate Hold Time in Your Call Center
UPDATED: January 2020 The best way for a call center to stand...
These 7 Charts Show Why Customer Service Needs to Get Smart about the Smartphone
With the end of the year approaching, the predictions are rolling out!...
3 Charts That Show the Voice Channel is Still King
Given the "multi-channel" future of customer service, you might think that the...
The multi-channel challenge
Multi-channel call centers are getting more and more common. Today’s customer wants...