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. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Contact Center Trends 2021.

Contact Center 176

Contact Center CX Social Media Omnichannel 176

Myra Golden Media

APRIL 11, 2023

A whopping one-third of contact centers have laid off employees in the last 12 months, reducing their headcount by about 33%. Despite fewer resources and fewer employees, contact centers are expected to achieve the same or better results. Learn more about Customer Service Master Class.

Contact Center 62

Contact Center Predictive Analytics Artificial Intelligence CRM 62

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. Here are some more tips for writing a solid after-call survey. Keep that in mind.

Net Promoter Score 138

Net Promoter Score Contact Center Healthcare Customer Satisfaction 138

Fonolo

DECEMBER 13, 2022

Customer satisfaction score: Conduct customer surveys through Fonolo’s interactive voice response (IVR) to discover customer satisfaction scores. FCR is one of the most important KPIs in a call center. . Step #3: Make a List of the Problems in Your Contact Center .

Net Promoter Score 135

Net Promoter Score Customer Satisfaction Contact Center Start-ups 135

Experience Investigators

APRIL 23, 2024

Metrics from customer surveys like Net Promoter Score (NPS) or Customer Satisfaction Rate (CSAT) are measurements from a certain group of customers to consider in your strategic decisions. This means we need to involve and engage stakeholders, leaders, frontline employees, and customers in everything we do.

Net Promoter Score 94

Net Promoter Score CEM CX Customer Experience 94

Fonolo

JULY 5, 2022

Some people aren’t used to an environment where excellence is expected.” ” That first sentence is a home run for call center quality monitoring. But these days, customers expect excellence. . Today’s customer has evolved, with no patience for anything less than exceptional.

Net Promoter Score 81

Net Promoter Score Customer Satisfaction Contact Center Compliance 81

Fonolo

MAY 24, 2018

If you run a call center, change is familiar. The functionality and technology is more advanced than ever before. Beyond that, the expectations of service, the metrics that gauge success, and the channels customers can use to maximize their efforts and minimize their wait times are very different. How can this be done?

Social Media 87

Social Media Contact Center Actionable Insights Customer Survey 87