Four Metrics that your Utility Contact Center Needs to Track
Following widespread industry deregulation, the energy and utility sector has become increasingly competitive. With more and...
Tag: self-service
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5 New Customer Service Faux Pas to Avoid
Core tenets of customer service are timeless: For example, “know your customer” is still as important...
How to Keep a High Level of Customer Service During Peak Seasons
December has arrived, which means different things for different people. While many of us are gearing...
Live Discussion on Chat vs Messaging vs Texting Highlights
Last week, Fonolo hosted an insightful live discussion on the three main forms of text-based communication...
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No, Google’s Duplex is Not Going to Replace Call Centers
The headlines were cranked up to eleven: “Google’s Duplex AI could kill the call center.” --...
How to Think about Chatbots in a Big Picture Kinda Way
How will technology change customer service? A common answer to this question is, “Improvements in automation...
Chatbots Won’t Save Us from IVR Hell
The IVR experience (“press 1 for this… press 2 for that…”) has long been part of...
How to Think About AI and the Call Center (And Not Go Crazy)
The impact of AI on the call center is a red hot topic these days. Unfortunately,...