Fonolo Launches New Guide for Troubled Retail Call Centers

June 11, 2019

TORONTO, ON – June 11, 2019Fonolo, the leader in cloud-based call-back solutions for the contact center, today announced the launch of its new holiday field guide for call centers in the retail industry: How to Prepare Your Call Center for a Crisis: Black Friday and Cyber Monday.

The instructive guide provides several ways for call centers who struggle during this season to improve customer interactions during the busiest shopping weekend of the year. In 2018, Cyber Monday was the biggest sales day of the year, with online revenues of $7.9 billion – an increase of 19.3% compared to 2017. Given these numbers, it is understandable that calls to businesses rose more than 37% over the past two holiday seasons.

“At Fonolo, we see a huge spike in our customers’ call volumes during this season, with Cyber Monday setting a record high last year,” says Samantha Mehra, Marketing Communications Manager, Fonolo. “While it might seem tempting to neglect the customer experience in favor of the “just get it done” mentality, it’s important that call centers working in the nucleus of retail industries during this high-octane time of year still aim to please, even during the Black Friday and Cyber Monday storms.

Fonolo’s new guide shows you how.” Fonolo’s field guide, in five succinct pages, details the key ways call centers in the retail industry can prepare before the holiday season. It includes:

  • Optimization of self-service channels;
  • Workforce management;
  • Call-backs; and
  • Training.


The new retail field guide is a must-read for any customer service leader looking to improve their retail call center and contact center infrastructures, both before and during Black Friday and Cyber Monday. Click here to access the complimentary guide.  


About Fonolo Fonolo, the industry leader in cloud-based call-back solutions, has revolutionized the way contact centers interact with customers through web, mobile, and voice. The company’s patented call-back technology empowers customers with an innovative alternative to waiting on hold. Fonolo’s award-winning solutions are trusted by a growing list of call centers who aim to enhance the customer experience. From Fortune 500 companies to SMBs, Fonolo is valued by customers for its scalability, expertise, and proven ROI. Visit to learn how your call center can reduce abandonment rates, smooth out call volume spikes, and lower costs.  

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