Catch Fonolo at SQM’s Annual Customer Experience Conference
The conference season is upon us! This year you can catch up...
Customer Service Blog
Your best source of customer service news, views, resources, and best practices
A Fresh Take on First Call Resolution
First Call Resolution is one of the most commonly watched call center...
Think You’re Cut Out for Managing a Contact Center? Take this Quiz
So, you want to be a call center manager? Maybe you’ve worked...
How to Avoid Pissing Customers Off on Support Calls
Recently, we saw a catastrophic customer service meltdown at Southwest Airlines, initiated...
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How to Reduce Agent Churn: 5 Tips for Keeping Your Best Talent
Customer service has never been work for the weak. It takes someone...
[Video] One Contact – One Channel and Why it Matters
OCR is defined as the percentage of customers who successfully resolve an...
[Webinar] 5 Ways to Master “One Contact Resolution”
Did you know that only 4% of organizations provide world class levels...