5 Ways the Phone Call’s Role is Changing in Customer Service
For decades, the phone call was the dominant choice for getting customer...
Customer Service Blog
Your best source of customer service news, views, resources, and best practices
10 Important Contact Center Statistics for 2015
In light of today's webinar on the top 4 contact center trends...
Does the Call Center Need Visual IVR?
The IVR experience (“press 1 for this… press 2 for that…”) has...
How to Creatively Use Multi-Channel Call-Backs
Voice, email, Twitter, Facebook, webchat… at this point, a vast majority of...
Subscribe to the Fonolo Blog
Get the latest customer service blogs in your inbox once a week.Subscribe
Why Omnichannel and Multichannel Will Mean the Same Thing
For many years, the contact center industry has been using the term...
For Contact Centers, Multi-Channel is the New Normal
In a few years, the term "multi-channel" will be a relic. Why?...
3 Mega-Trends Defining the Contact Center’s Future
I just returned from Frost & Sullivan's Contact Center Executive MindXchange, where...
3 Best Practices for Building a Multi-Channel Contact Center
As consumers, we want a good experience… no, scratch that. We want...