Fonolo

JUNE 21, 2018

Almost every center experiences them, and most don’t know how to handle the volume without adding more agents. Every contact center is different, which means that peak times can take on various forms. VPs & Directors of Contact Centers. VPs & Directors of Web/Social Media.

Contact Center 52

Contact Center Social Media Compliance Education 52

Taylor Reach Group

MAY 24, 2018

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. Learn from Fortune 500 companies and innovative start-.ups Customer Contact – Europe: June 11-13, Dublin, Ireland. Proving everything can happen.

Contact Center 48

Contact Center CX Healthcare Social Media 48

Fonolo

NOVEMBER 13, 2018

Mark your calendars for these educational and inspiring events, listed chronologically here (And: If you think we forgot a relevant event, feel free to reach out and let us know!). Customer Contact East: A Frost & Sullivan Executive Mind Xchange. Northeast Contact Center Forum (NECCF). When: April 7-10, 2019.

Customer Service 108

Customer Service Contact Center Innovation Engineering 108

Fonolo

JANUARY 11, 2018

The weight social media has on brand affinity and customer satisfaction is constantly growing. Today 84% of consumers expect companies to respond within 24 hours after posting on social media, while 72% of Twitter complaints expect a response within an hour. Webinar] 3 Critical Contact Center Trends to Watch in 2018.

Social Media 87

Social Media Customer Service Contact Center Innovation 87

Fonolo

JUNE 12, 2019

According to an Accenture study , consumers’ top two complaints were: Having to contact customer service multiple times; and. This consumer pet peeve is exacerbated by the fact that contact centers routinely face expected, and unexpected, spikes in call volume. VPs & Directors of Contact Centers.

Contact Center 99

Contact Center Social Media Customer Satisfaction Education 99

Fonolo

JANUARY 23, 2018

If the wait is longer than a few minutes, callers will complain to your agents (leading to longer handle times) and they will vent on social media (see onholdwith.com). On the other hand, call center managers have to be cost-conscious in their approach to staffing. Webinar] 3 Critical Contact Center Trends to Watch in 2018.

Social Media 141

Social Media Contact Center NPS Customer Satisfaction 141

Fonolo

OCTOBER 24, 2019

According to an Accenture study , consumers’ top two complaints were: Having to contact customer service multiple times; and. This consumer pet peeve is exacerbated by the fact that contact centers routinely face expected, and unexpected, spikes in call volume. VPs & Directors of Contact Centers.

Contact Center 75

Contact Center Social Media Customer Satisfaction Education 75

Fonolo

JANUARY 16, 2019

Who should attend: VPs & Directors of Contact Centers. VPs & Directors of Web/Social Media. Thomas is founder and CEO of award-winning Expivia, a USA BPO omni-channel contact center located in Pennsylvania. He has 25 years of experience in all facets of contact center operations.

Contact Center 85

Contact Center Social Media AI Education 85

Fonolo

NOVEMBER 20, 2018

From website FAQs, to live chat options, to social media platforms, there are an increasing amount of channels which consumers can use to reach out for help. Who should attend: VPs & Directors of Contact Centers. VPs & Directors of Web/Social Media. Implications of Engaging through Text. Thomas Howe.

Customer Service 86

Customer Service Contact Center Social Media Engineering 86

Fonolo

NOVEMBER 9, 2017

On any given day, contact centers run the risk of experiencing a surge in call volume. When these things happen, call centers must be prepared to address customer needs in a timely and courteous way, despite the challenging situation. How Should Call Centers Prepare for the Worst? VP’s & Directors of Web/Social Media.

Social Media 59

Social Media Customer Service Contact Center Education 59

Fonolo

MARCH 7, 2019

Who should attend: VPs & Directors of Contact Centers. VPs & Directors of Web/Social Media. Tobias has over 15 years of experience in customer care technology and the contact center industry with roles spanning engineering, consulting, pre-sales engineering, and product management/marketing.

Artificial Intelligence 62

Artificial Intelligence AI Contact Center Social Media 62

Fonolo

NOVEMBER 27, 2018

Who should attend: VPs & Directors of Contact Centers. VPs & Directors of Web/Social Media. Thomas is an expert in the design of innovative new communications services, particularly in the application of modern Web technologies to extend traditional telecom infrastructures. Plus so Much More! The Panelists.

Customer Service 119

Customer Service Contact Center Engineering Hospitality 119

Fonolo

MARCH 25, 2019

Who should attend: VPs & Directors of Contact Centers. VPs & Directors of Web/Social Media. Tobias has over 15 years of experience in customer care technology and the contact center industry with roles spanning engineering, consulting, pre-sales engineering, and product management/marketing.

AI 70

AI Artificial Intelligence Contact Center Machine Learning 70

Fonolo

JANUARY 14, 2020

Top Pick: Promoting a digital-first mentality throughout the contact center. Top Pick: Customer self-service and the role of cloud contact centers. Quiseng’s blog features content from leading professionals in the industry, making it easy to review material from the most insightful, innovative thinkers in the business.

Customer Service 136

Customer Service Contact Center Social Media CX 136

Fonolo

JANUARY 24, 2019

Who should attend: VPs & Directors of Contact Centers. VPs & Directors of Web/Social Media. Thomas is founder and CEO of award-winning Expivia, a USA BPO omni-channel contact center located in Pennsylvania. He has 25 years of experience in all facets of contact center operations.

Artificial Intelligence 62

Artificial Intelligence Contact Center Social Media Education 62

Fonolo

NOVEMBER 22, 2018

Who should attend: VPs & Directors of Contact Centers. VPs & Directors of Web/Social Media. Thomas is an expert in the design of innovative new communications services, particularly in the application of modern Web technologies to extend traditional telecom infrastructures. Plus so Much More! The Panelists.

Customer Service 57

Customer Service Contact Center Social Media Engineering 57

Fonolo

JANUARY 29, 2019

The global cloud-based contact center market is expected to grow from (what was) USD 6.80 The term “call center” originated in 1983 with the first sentence written in a Data Communications piece (according to OED ). Who should attend: VPs & Directors of Contact Centers. That’s a whopping 25.2%

Contact Center 85

Contact Center Omnichannel Entertainment Social Media 85

Fonolo

JUNE 6, 2019

Who should attend: VPs & Directors of Contact Centers. VPs & Directors of Web/Social Media. Tobias has over 15 years of experience in customer care technology and the contact center industry with roles spanning engineering, consulting, pre-sales engineering, and product management/marketing.

Artificial Intelligence 52

Artificial Intelligence AI Contact Center Social Media 52

Fonolo

NOVEMBER 1, 2018

Who should attend: VPs & Directors of Contact Centers. VPs & Directors of Web/Social Media. Thomas is an expert in the design of innovative new communications services, particularly in the application of modern Web technologies to extend traditional telecom infrastructures. The Panelists. Thomas Howe.

Customer Service 69

Customer Service Contact Center B2C Social Media 69

Fonolo

JANUARY 10, 2018

Started in 1999 as Call Center Week, CCW is the world’s largest customer contact event series. This is the place where customer care, CX, and contact center leaders come together! In 2018 they introduced a new brand, Customer Contact Week. Webinar] 3 Critical Contact Center Trends to Watch in 2018.

Contact Center 57

Contact Center Social Media Education Customer Expectations 57

Fonolo

NOVEMBER 23, 2017

47% of consumers aged 18-34 have used social media to complain about a brand’s customer service and 52% have used it to ask a customer service question. Next time you hear “press 1 to get a call-back” take it, you’re doing yourself and the call center a favour. We’ll talk about: Social Media for Crisis Management.

Social Media 86

Social Media Contact Center Gaming Customer Service 86

Fonolo

JULY 17, 2018

FSCU incorporated Fonolo’s call-back solution into its existing contact center infrastructure with ease. By opting for call-backs and giving members their time back, FSCU is winning the modern customer experience game, and should serve as a model for all contact centers in the credit union industry and beyond.

Contact Center 69

Contact Center Customer Experience Social Media Gaming 69

Fonolo

JANUARY 25, 2018

Today’s Webinar – 3 Critical Contact Center Trends to Watch in 2018. Learn the top contact center trends that you should act on this year. VPs & Directors of Contact Centers. VPs & Directors of Web/Social Media. Thursday, January 25 th at 2:00 PM ET.

Customer Experience 86

Customer Experience Contact Center Social Media Education 86

Fonolo

MAY 29, 2018

If you’re deeply invested in the customer service industry, you already know this one fact: June will be an exciting, educational month thanks to the 19 th Annual Customer Contact Week, held this year from June 18-22 at The Mirage Hotel in Las Vegas, Nevada. VPs & Directors of Contact Centers. Plus So Much More!

Contact Center 52

Contact Center Social Media NPS Education 52

Fonolo

NOVEMBER 21, 2018

In September, they acquired Ytica to add analytics to the Twilio Flex contact center. They recently acquired Dimelo, a cloud product for managing multi-channel customer communications including SMS, email, social media and chat. Who should attend: VPs & Directors of Contact Centers. Plus so Much More!

Contact Center 57

Contact Center Social Media Engineering Innovation 57

Fonolo

JANUARY 24, 2018

Webinar] 3 Critical Contact Center Trends to Watch in 2018. Learn the top contact center trends that you should act on this year. VPs & Directors of Contact Centers. VPs & Directors of Web/Social Media. We’re all making the same climb, just at different times.

Contact Center 78

Contact Center Social Media Education Innovation 78

Fonolo

APRIL 17, 2019

It’s a real-time aggregator of Twitter public outcries from customers being put on hold, and it reveals Air Canada’s less than shiny reputation for customer service at their contact centers. Air Canada has led its home country and continent in these innovations. How to Reduce Contact Center Costs AND Improve Customer Service.

Transportation 78

Transportation Contact Center Social Media Innovation 78

Fonolo

OCTOBER 3, 2019

VPs & Directors of Contact Centers. VPs & Directors of Web/Social Media. As an innovator in the space, Shai is on a clear mission to educate the call center industry on how to improve the customer experience. VPs & Directors of Customer Experience.

Contact Center 52

Contact Center Social Media Customer Satisfaction Education 52

Shep Hyken

DECEMBER 23, 2022

Future-thinking providers who provide an innovative portfolio of UC technologies will be poised to support hybrid workers and help organizations modernize. It has the potential to revolutionize certain aspects of business, specifically when it comes to content marketing and contact center communications.

AI 65

AI Contact Center Technology Technology 65

Experience Investigators

FEBRUARY 1, 2022

If there’s no feedback gathered then they might be badmouthing the brand on other channels like social media. . It means investing in their education, their feedback cycles, and their wellness. It also means tapping into their ideas around innovation for the customer experience. . Crazy, right? .

Customer Experience 136

Customer Experience CXM Net Promoter Score Customer Experience Management 136

Fonolo

JUNE 13, 2018

VPs & Directors of Contact Centers. VPs & Directors of Web/Social Media. As an innovator in the space, Shai is on a clear mission to educate the call center industry on how to improve the customer experience. VPs & Directors of Customer Experience.

Social Media 64

Social Media Compliance Contact Center Customer Satisfaction 64

Fonolo

OCTOBER 30, 2018

Who should attend: VPs & Directors of Contact Centers. VPs & Directors of Web/Social Media. Thomas is an expert in the design of innovative new communications services, particularly in the application of modern Web technologies to extend traditional telecom infrastructures. The Panelists. Thomas Howe.

Customer Service 52

Customer Service Contact Center Engineering B2C 52

Fonolo

MAY 2, 2019

VPs & Directors of Contact Centers. VPs & Directors of Web/Social Media. As an innovator in the space, Shai is on a clear mission to educate the call center industry on how to improve the customer experience. VPs & Directors of Customer Experience.

Social Media 57

Social Media Contact Center Customer Satisfaction Education 57

Fonolo

JANUARY 16, 2018

According to DMG cloud-based contact centers accounted for only 11.4% Avaya held the title of largest contact center market share for a long time. Genesys does claim that it bagged nearly 250 companies migrating from Avaya legacy contact center in 2017… maybe those numbers haven’t shown up yet in the Synergy data.).

Contact Center 67

Contact Center Social Media Start-ups Innovation 67

Fonolo

APRIL 16, 2019

If you’ve had your eyes on the Fonolo blog for the past nine years, you know that in that time we have dedicated ourselves to bringing you news and views of all kinds that impact the customer service and contact center spaces. How to Reduce Contact Center Costs AND Improve Customer Service. The connection?

Net Promoter Score 108

Net Promoter Score Contact Center NPS Engineering 108

Fonolo

NOVEMBER 28, 2018

The shared vision there was that a wave of innovation was coming because communication functionality would soon be as easy to access as web functionality (I’ll circle back to “the vision” at the end of this post). Who should attend: VPs & Directors of Contact Centers. VPs & Directors of Web/Social Media.

Contact Center 67

Contact Center Engineering Social Media Innovation 67

Fonolo

NOVEMBER 15, 2017

In time it turns into what feels like a “sixth sense” or “intuition” but truthfully it’s just being extremely educated about your surroundings. We’ll talk about: Social Media for Crisis Management. Who Should Attend: VPs & Directors of Contact Centers. VP’s & Directors of Web/Social Media.

Customer Service 100

Customer Service Contact Center Social Media Education 100