Why Digital-First Contact Centers Remain Ahead of the Competition
While we may all be grateful, we no longer live in a ‘digital only’ world, the...
Editor's Pick
The Call-Back Tactical Handbook: 6 Ways to Optimize Call Back Software
Customer patience levels are at an all-time low right now, which is why Fonolo’s Voice Call-Backs are more vital than ever for the success of the modern contact center. Put yourself in the customer’s shoes...
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Latest Blog Posts
How to Set Team Customer Service Goals
Setting goals with your contact center agents will support your most important profit driver: your customer...
3 Ways to Drive Inclusive Agent Engagement
Two years of sporadic lockdowns have opened up the hiring landscape to more diverse workers, so...
Occupancy Rate vs Utilization Rate: What’s the Difference?
All folks new to the contact center world have many steep learning curves to overcome—a big...
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How to Cut Call Center Costs with Technology
Operating a successful contact center is an expensive endeavour. From agent hiring and training to in-house...
Essential Technology for the Virtual Contact Center in 2022
Contact center technology is one of the best investments you can make for your business this...
Announcing the Winners of the 2022 CX Excellence Awards
Fonolo is pleased to announce this year's CX Award winners, Educational Employees Credit Union (EECU) and Oregon...
5 Common Scheduling Pitfalls for Call Center Management
To master the art of contact center scheduling, it's important to know what NOT to do.