The history of Movember began 17 short years ago when a local news channel reported that a group of men from Adelaide, Australia had coined the term “Movember” and the idea of growing moustaches for charity throughout the month of November. Since then, the idea has exploded into a month-long international event. At Fonolo, we like getting into the spirit of Movember in our own quirky way. Last year we tracked how much hold time a number of companies had accrued over the month of November and thought, “Wow, you could probably grow a moustache in that amount of time!” *Lightbulb goes off* So, if time is money, why not support Movember by giving back to the foundation based off the amount of hold time a company accumulates over the month? This year we’re asking the same of these #onholdwith offenders. Continue reading
Tag Archives: Verizon
At Fonolo we track hold-time complaints through the twitter handle & hashtag onholdwith to help seek retribution for those suffering from long customer service hold-times.
In this video you’ll find out what companies made the naughty list by putting their customers on hold the most this year! Some may surprise you – others, not so much!
Check it out…
The call center is going through an exciting and speedy transformation, quite unprecedented in its long history. Emerging technologies, changing consumer behaviors, and fierce competition present new challenges and exciting opportunities for managers.
The gap between customer expectations of phone-based support and reality is greater than ever. Over 80% of people prefer a phone call for customer service, but only 8% of them feel the service they receive is ‘excellent.’
Be sure to read the following list of call center trends that will help shape your support strategy in the coming year and beyond.