Fonolo

OCTOBER 26, 2022

When you think of improving your call center motivation, do you dream of near-perfect customer satisfaction scores ? Call center managers and leaders have some of the hardest jobs when it comes to agent engagement. Call center managers and leaders have some of the hardest jobs when it comes to agent engagement. DID YOU KNOW?

Contact Center 142

Contact Center Education Start-ups Customer Satisfaction 142

Fonolo

AUGUST 31, 2021

A call routing system is the industry standard solution to this. Also known as an automatic call distributor (ACD), this tool receives inbound calls and connects them to the department or representative that can best support them. To customers, this is known as your run-of-the-mill call center phone menu. DID YOU KNOW?

Contact Center 152

Contact Center Customer Satisfaction Sales 152

Fonolo

FEBRUARY 14, 2023

Call center automation is one of the best ways to improve your customer experience, increase agent happiness, and light up your KPI dashboard in the best possible way! What is Call Center Automation? FACT: A 2019 study found that 70% of call center agents reported experiencing emotional exhaustion, a key component of burnout.

Contact Center 135

Contact Center Artificial Intelligence AI Machine Learning 135

Fonolo

JANUARY 12, 2023

Tools like interactive voice response (IVR) and smart call routing are tried and true ways to save time and money – and offer better service. When customers do connect with an agent, in-call sentiment analysis can decode customers’ emotions and offer in-call prompts, supporting agents, and improving metrics like first call resolution.

Artificial Intelligence 138

Artificial Intelligence Contact Center Sentiment Analysis AI 138

Fonolo

AUGUST 11, 2022

Virtual call-backs have singlehandedly revolutionized the call center customer experience over the last few years. You might be reading this and thinking about the type of call-backs that happen in the film industry where casting directors search for the perfect actor to fill a role. What are Virtual Call-Backs?

Contact Center 87

Contact Center Technology Technology Customer Loyalty 87

Inside Customer Service

FEBRUARY 16, 2023

And, you'd much prefer to like them back. Today, genuine smiles are called "Duchenne smiles" after Duchenne's pioneering work. You've probably experienced this when a stranger smiled at you and you reflexively smiled back. Increase the pitch and dynamics in your voice to convey warmth. You want customers to like you.

Start-ups 238

Start-ups Customer Service 238

Fonolo

JANUARY 12, 2021

Virtual Hold Technology is the grandad of virtual queuing and helped pioneer virtual queue management for the call center. Genesys virtual queuing is called Virtual Queuing, one of the original competitors to VHT’s Virtual Hold product. So competitive that VHT sued them , and then Genesys sued them back; it was a whole thing.

Contact Center 137

Contact Center Technology Technology 137

Fonolo

DECEMBER 1, 2022

Call center managers know that choosing effective software is key to success. But how do you buy the call center software and choose from the countless options in a very competitive marketplace? Some features may come bundled with Call Center Software as a Service (CCaaS) packages. This is important!

Contact Center 87

Contact Center Sentiment Analysis Omnichannel Artificial Intelligence 87

Fonolo

FEBRUARY 16, 2021

The pandemic has hastened many call center trends and compounded technological developments. Here are the latest and greatest call center technologies: AI-Powered Voice Biometrics & Analysis. The last year demonstrated that the voice channel isn’t going anywhere. Voice-to-Text. Contact Center Trends 2021.

Technology 134

Technology Technology Contact Center Sentiment Analysis 134

Fonolo

NOVEMBER 19, 2020

As the contact center continues to evolve rapidly, it’s important to take a step back and evaluate the big picture periodically. Just under 50% of respondents indicated they currently use some form of call-back solution in their enterprise contact centers, with UK businesses leading the charge. Read on to learn more! Improve CX.

Contact Center 162

Contact Center E-commerce Hospitality Hospitality 162

Fonolo

MARCH 30, 2021

Call center agents often experience high abandonment rates. Long wait times are one of the top reasons for this — after all, they can only hear “… your call is in priority sequence…” so many times before they lose patience and end the call. TIP: Most contact center software will generate a Call Detail Record (CDR).

Contact Center 147

Contact Center Social Media Customer Satisfaction Start-ups 147

Fonolo

MAY 4, 2021

Many call center overseers are now realizing that they are technologically behind their more channel-savvy competitors. If this sounds familiar, don’t worry — it is possible to upgrade your call center infrastructure and reduce future contact center costs at the same time. The ROI of Call-Backs for Your Call Center.

Contact Center 152

Contact Center Artificial Intelligence AI Omnichannel 152

Fonolo

SEPTEMBER 5, 2018

During peaks in call volume, it becomes increasingly challenging for customers to have their voices heard and their problems solved quickly and efficiently. It’s very simple, really, and there’s no cartoon sword involved either: Call your customers back.

Contact Center 240

Contact Center Social Media Technology Technology 240

Intercom, Inc.

MAY 11, 2022

IVR stands for interactive voice response, and is a tool typically used to respond to customer queries at call centers. . Most of us are familiar with the experience of calling a customer service line and being prompted with automated voice responses. Say you call your internet service provider’s customer service line.

Contact Center 118

Contact Center Education Customer Service Technology 118

Fonolo

JULY 20, 2021

You’re probably familiar with IVR, or Interactive Voice Response, is a menu system that connects customers to the information they need in your call center. Luckily, there are many ways to optimize your call center IVR so you can offer both your agents and customers a better experience. Is the voice pleasant and personable?

Contact Center 142

Contact Center Technology Technology Customer Satisfaction 142

Fonolo

NOVEMBER 29, 2022

New call center managers have a lot to wrap their minds around. Overhauling your call center operations can seem outright impossible without a little guidance and know-how. The success of your call center agents depends heavily on your ability to lead them to that success. Call volume Call abandonment rate.

Contact Center 126

Contact Center Net Promoter Score Sports Gaming 126

Fonolo

JANUARY 19, 2023

If call center retention keeps you up at night, you’re not alone. Let’s take a closer look at why call centers see so much agent turnover and consider the solutions. TIP: Tools like Fonolo Voice Call-Backs relieve agent stress and keep customers off hold by offering call-backs during call spikes.

Data Entry 155

Data Entry Contact Center Education Social Media 155

Fonolo

SEPTEMBER 13, 2022

Think about how many phone calls your contact center receives in one day. Through after-call surveys. You might confuse them with net promoter score or cSAT, but post-call surveys are a much more specific way to gather real-time feedback. What is an After-Call Survey? 5 Reasons to Use After-Call Surveys.

Net Promoter Score 150

Net Promoter Score Contact Center Hospitality Hospitality 150

Fonolo

SEPTEMBER 28, 2022

Every call center knows customer feedback is precious. That’s why we invest staff, time, and technology budgets into call center software and organic outreach to learn how customers feel about the service they receive. Keep reading—we’ll guide you through everything you need to know to write a successful after-call survey!

Net Promoter Score 138

Net Promoter Score Contact Center Healthcare Customer Satisfaction 138

Intercom

NOVEMBER 28, 2023

That’s why we’ve just released Intercom Phone : a phone support solution that ensures a seamless customer and team experience, with calls and conversations all in one place. Phone calls Intercom can provide a phone support number, or help port over an existing number so your team can receive inbound calls directly in the inbox.

Customer Service 85

Customer Service AI Customer Experience 85

Fonolo

SEPTEMBER 14, 2021

Your call center’s customer service strategy dictates customer loyalty, agent satisfaction, and company growth. Knowing exactly what your customers want and don’t want will help you to maximize your call center’s customer care, leading to growth and revenue opportunities for your business. It's 100% free, we promise.).

Customer Service 142

Customer Service Business Growth Customer Feedback Customer Satisfaction 142

Intercom, Inc.

JANUARY 13, 2021

That “turn-taking,” as linguists call it, is how we’ve evolved to build not just shared understanding in the moment, but lasting relationships. As the technology advanced and telephones became commonplace in suburban homes , however, it became apparent that phone calls were sufficient to sustain long-distance relationships. .

Technology 243

Technology Technology Customer Experience 243

Fonolo

AUGUST 12, 2021

High call center agent productivity is every call center manager’s dream. So many factors damper agent productivity, like high call volumes and staff turnover, both of which are only too common in the call center industry. As a call center, you have many metrics and KPIs available to measure agent productivity.

Construction 148

Construction Contact Center Customer Loyalty Customer Satisfaction 148

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. And contact centers were utterly overwhelmed in the floods of anxious customer calls. The Voice Channel Strikes Back. For many years, it seemed like technology companies were waging war on the voice channel.

Contact Center 176

Contact Center CX Social Media Omnichannel 176

Fonolo

FEBRUARY 14, 2023

Call centers have always relied on different forms of automation to provide swift service to their clientele. To find the answer, you need to evaluate your current call center workflow and identify opportunities for automation. Read on for an introduction to call center automation, plus our top software picks!

Contact Center 142

Contact Center Omnichannel CRM Sentiment Analysis 142

Logicalware

MARCH 8, 2022

Real-time Voice Interaction Analytics helps improve live conversations in your contact centre. Many contact centres today use a speech analytics solution to analyse their customer calls and uncover insights on how to improve their customer service. That’s where Real-time Voice Interaction Analytics comes in. Benefits for agents.

Customer Satisfaction 98

Customer Satisfaction Customer Service Sentiment Analysis Technology 98

Fonolo

OCTOBER 5, 2023

Your Introduction to Call Center Automation What is an IVR? An IVR, or interactive voice response, is an automated phone system that also typically has call-routing capabilities. If you’ve ever been asked to “Press 1” to speak with an agent, or “Press 2” to go back to the previous menu, then you’ve interacted with an IVR.

Artificial Intelligence 57

Artificial Intelligence Machine Learning Contact Center AI 57

Uniphore

AUGUST 6, 2021

In our webinar, What Your Call Center Agents Rant About on Social Media , we went beyond the annual Voice of the Employee survey to explore how agents really view the contact centers they work in—and why they’re leaving at an alarming rate. more likely to ask a customer to repeat information on a call. Impossible expectations.

Contact Center 246

Contact Center Social Media Artificial Intelligence Voice of the Employee 246

Fonolo

SEPTEMBER 22, 2022

They help over 33,000 customers every month, fielding huge surges of inbound calls during live auctions. Weekly call spikes are a regular occurrence, particularly on days when they host featured auctions. . Call Volume Surges Impact Call Center KPIs. Abandonment Rates were rising, affecting the call center’s Answer Rate.

Contact Center 81

Contact Center CX Construction Customer Satisfaction 81

Fonolo

AUGUST 22, 2023

Call-backs are a game-changer for contact centers dealing with an influx of inbound calls. Well, if you work in the contact center space, you may be familiar with using call-backs to offer customers an alternative to hold time. When call-backs are used to support internal employees, the process is similar.

Contact Center 67

Contact Center Sales Gaming Customer Service 67

Fonolo

DECEMBER 6, 2022

You can’t passively improve a call center. . Your call center demands your attention and careful planning if you want to see it grow in efficiency and revenue. . Call center development is an essential subset of any overall business development plan. Here are four great call center development ideas to work on. . #1

Contact Center 142

Contact Center Net Promoter Score Customer Satisfaction Sales 142

Fonolo

SEPTEMBER 2, 2021

Call center managers must be aware of industry trends, customer needs, and the latest call center technology. Benchmarking helps call centers compare their operations and processes to other call centers. Here we’ll go through standard KPIs and common reasons why call centers struggle to meet them. Abandonment rate.

Technology 142

Technology Technology Customer Satisfaction Customer Experience 142

Fonolo

JUNE 3, 2021

Call queues and hold times are a traditional part of the call center experience. That’s where call-back technology comes in. This simple and powerful tool has been gaining momentum in the customer service world for its ability to lower call volumes, improve key call center metrics, and boost customer satisfaction.

Technology 136

Technology Technology Contact Center Customer Satisfaction 136

Fonolo

OCTOBER 14, 2021

The Executive Guide to Improving 6 Call Center Metrics. It’s safe to say that a low cost per contact indicates call center efficiency and generally predicts success. Also remember that in this context “cost per call” refers to any interaction with a customer in the contact center, including calls, texts and live website chats.

Contact Center 159

Contact Center Customer Satisfaction Start-ups Technology 159

Fonolo

MAY 19, 2022

We’ve also seen a diversification of communication channels used by contact centers (often called omnichannel solutions), providing more ways for customers to interact with businesses. Interactive Voice Response (IVR) has been a staple of contact center technology for decades and is better known to customers as a phone menu.

Contact Center 87

Contact Center Technology Technology Artificial Intelligence 87

Fonolo

JANUARY 17, 2023

Interactive voice response is a popular automation that’s already widely used in contact centers. This familiar technology does things like invite callers to select a language, enter an account number or choose a department at the beginning of a call. Predictive call routing. Call analytics.

Artificial Intelligence 154

Artificial Intelligence Contact Center CX Machine Learning 154

Fonolo

NOVEMBER 30, 2017

Since the inception of the voice channel, businesses have faced and overcome many obstacles to improve the experience for customers. If your call center still makes customers cringe when they dial into support, it’s time to take action. The voice channel is dead.”. So, what are call centers waiting for?

Contact Center 194

Contact Center Customer Feedback Start-ups Customer Service 194