Your best source for customer service news, views, resources,
and best practices.
Last week, Fonolo hosted an insightful live discussion on the current state of AI and Natural Language Processing (NLP). The expert panel discussed how NLP relates to the general field of AI, the pros and cons of different approaches to NLP, and more. To save you some time, we’ve extracted video snippets showcasing highlights from the discussion.
First, let’s take a quick look at the panel of speakers: Frank Schneider, Tobias Goebel, and Shai Berger.
As Harry Truman famously stated, “Not all readers are leaders, but all leaders are readers.” Wise words. Although this is true, how do customer service leaders strategically read to a) learn how to turn themselves into optimal leaders; and b) transform their teams into the high-performing customer service engines they aspire to be?
With this being the “Era of the Customer,” it is now more important than ever for customer service professionals to stay ahead of ever-changing trends in the vast landscape that is the customer service and customer experience industries. Yes, an unwavering intellectual curiosity is a must in such an industry, but as you well know, it’s not always enough. There exists a myriad of books out there to choose from, and while it may seem daunting to know where to begin, we Fonolonians can give you a leg-up.
Here at Fonolo, we understand the many issues call centers face in regards to staffing, spikes, hold times, call abandonment, and more. That is why we’ve tasked ourselves to research the best solutions to deal with these problems head-on. While nothing can beat call-backs in improving your call center experience for both customers and agents, we are happy to announce the findings from our years of research.
You might already be thinking you know the answer:
Artificial Intelligence?
No.
Internet of Things?
No.
Bots?
No.
What is it?
Animals!
From furry to feathery, and everything in between, they are here to take your animal farm of a call center to the next level. Our latest report will show you how, now.
We are now controlling the transmission.This year, the only transmission that companies should be ‘tuning in to’ is customer experience (CX). We are firmly in a CX renaissance: 89% of companies now compete on the basis of customer experience alone. So, in 2019, breaking through the noise coming from the competition and providing a static-free customer experience are both increasingly important.
Companies are striving to take customer experience more seriously than in the past and, as a result, are realizing that CX is what makes the difference in ROI, sales, customer loyalty, and overall success. However, this is easier said than done. The customer of today is informed, connected, and possesses more product and service knowledge than ever before. To succeed, companies must continuously meet the extraordinary demands and expectations of today’s connected consumer.
Last week, Fonolo hosted an insightful live discussion on the three main forms of text-based communication battling for the future of customer service: Messaging, chat, and text. The expert panel discussed the impact of messages on customer service, the importance of chat, the implications of engaging through text, and so much more! To save you some time, we’ve extracted video snippets showcasing highlights from the discussion.
First, let’s take a quick look at the panel of speakers: Thomas Howe, Tobias Goebel, Roland Selmer, and Shai Berger.
Customer service has always been a competitive battleground for businesses. That’s why call centers are constantly on the lookout to create more effective strategies using the latest trends.
A new year presents a new opportunity for call center managers to boost their game! So what trends seem to be the most relevant? We’ve already identified the Top 10 Call Center Trends for 2015 in our latest whitepaper, but there are four areas that we see making the biggest impact. Continue reading
Contact centers will continue to transform in the year ahead. Those who focus on new technology and evolving consumer behavior will ultimately succeed. Adapting to changes in the call center industry has become an annual requirement; this is especially true for organizations that stay in tune with the latest trends. Continue reading
![[Video] 4 Takeaways About Call Center Trends for 2015](https://fonolo.com/wp-content/uploads/2014/11/Video-4-Takeaways-About-Call-Center-Trends-for-2015-1024x1024.jpg "[Video] 4 Takeaways About Call Center Trends for 2015")
Last week, Fonolo hosted another insightful Google Hangout, discussing the top 4 call center trends for 2015. To save you some time, we’ve extracted video snippets of the answers to each question.
Let’s take a quick look at the panelists: Kristoffer Lentz, Director Digital Marketing at Solavei, Chris Bright, CEO at Customer Voodoo, Kevin Brown, Managing Director at VoxPeritus, and Shai Berger, CEO at Fonolo.
I’m really excited about the round-table discussion we have coming up on Thursday. We’ve gathered several industry experts to discuss four important call center trends for 2015. Because we broadcast it as a live Google Hangout, you can join the conversation from the comfort of your desk or sofa.
To prepare for the discussion, I went through my notes and did some additional research on the topics, as I always do. But for this hang-out, I’m going to do something different: Share those notes ahead of time. I’m hoping it will trigger some thoughts among the audience and we’ll see deeper questions asked of the panel on Thursday.
Below you’ll find some background on the four trends: gamification of the call center, omni-channel integration, customer service through mobile apps and workforce optimization. Continue reading
As we approach the end of 2014, attention rapidly turns to next year’s plans. The call center industry strives to stay ahead of new technologies to boost productivity and enhance the experience for callers. From gamification to the evolution in channel preferences, the overload of information is keeping call center executives on top of their game. Continue reading
