The Best Advice for Contact Centers in 2020 from the Experts
Every year we ask: What can contact centers do to bolster their efficiency, productivity, and customer...
Tag: self-service
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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...
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...
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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...
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...