Catch Fonolo at SQM’s Annual Customer Experience Conference
The conference season is upon us! This year you can catch up with Fonolo at SQM's...
Tag: one-contact-resolution
A Fresh Take on First Call Resolution
First Call Resolution is one of the most commonly watched call center metrics. There’s good reason...
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 in the customer service...
How to Avoid Pissing Customers Off on Support Calls
Recently, we saw a catastrophic customer service meltdown at Southwest Airlines, initiated by an unforeseen IT...
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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 with great self-control, a...
[Video] One Contact – One Channel and Why it Matters
OCR is defined as the percentage of customers who successfully resolve an inquiry or problem during...
[Webinar] 5 Ways to Master “One Contact Resolution”
Did you know that only 4% of organizations provide world class levels of customer satisfaction? A...