Execs In The Know

AUGUST 10, 2021

WFH contact center roles are nothing new, but the pandemic contributed to many organizations shifting more of their workers to this construct by necessity. Perfecting the work-at-home contact center model. According to Gartner research, 70% of customer service and support agents prefer to work at home.

Contact Center 97

Contact Center Sentiment Analysis Construction AI 97

Fonolo

NOVEMBER 29, 2018

No, it’s the top contact center trends to watch for in 2019. As the sun sets on 2018, contact center superheroes should watch for the plots, characters, and villains within them. As the sun sets on 2018, contact center superheroes should watch for the plots, characters, and villains within them.

Contact Center 73

Contact Center Artificial Intelligence Social Media Gaming 73

Fonolo

AUGUST 29, 2019

Every year we ask: What can contact centers do to bolster their productivity, efficiency, and customer service offerings in the future? This year’s soundbites are rich with well-researched insights that a) act as a warning; and b) can help your contact center win.

Contact Center 121

Contact Center AI Technology Technology 121

Execs In The Know

DECEMBER 6, 2021

For businesses around the globe, Contact Centers represent the heartbeat of their organization: it’s where their two most valued constituencies — employees and customers — intersect and interact. Employers are facing far-reaching challenges related to their contact center workforce that include: Difficulty hiring strong talent.

Contact Center 52

Contact Center CX Unstructured Data Social Media 52

Execs In The Know

DECEMBER 6, 2021

For businesses around the globe, Contact Centers represent the heartbeat of their organization: it’s where their two most valued constituencies — employees and customers — intersect and interact. Employers are facing far-reaching challenges related to their contact center workforce that include: Difficulty hiring strong talent.

Contact Center 52

Contact Center CX Unstructured Data Social Media 52

Fonolo

JANUARY 19, 2023

But stressful industries like contact centers stand out. Let’s take a closer look at why call centers see so much agent turnover and consider the solutions. Most call center agents are underpaid for their skillset and education, compared to the market. Every field has employee turnover, of course. DID YOU KNOW?:

Data Entry 155

Data Entry Contact Center Education Social Media 155

Fonolo

JANUARY 4, 2018

Every year we read about what promises to be the hottest contact center trends. The call center landscape is more complex than ever, and wasting time on trends that don’t benefit you will only lead to failure. This is the time for perfecting processes and technologies that are already hard at work.

Contact Center 59

Contact Center Social Media Education Innovation 59

Uniphore

JULY 21, 2021

Why are so many knowledge bases inefficient to use when contact centers invest so much money in them? See where your contact center makes its mark or could use a little improvement. According to Gartner, this is especially important for industries with complex processes, like media and banking.

Customer Service 130

Customer Service Contact Center Engineering Social Media 130

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. Leverage the digital technology and improve retention and loyalty of your customers. In 2018 we’re introducing our new look as Customer Contact Week.

Contact Center 48

Contact Center CX Healthcare Social Media 48

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

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). Where: Marco Island, Florida.

Customer Service 108

Customer Service Contact Center Innovation Engineering 108

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

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

DECEMBER 13, 2018

Another thing to consider is the quick and efficient education of this seasonal staff: Be smart and plan ahead: Put in place a protocol to find and on-board customer service reps as fast as possible. For instance: Offer a paid day off in the New Year to the call center agent who closes the most amount of tickets in December.

Customer Service 113

Customer Service Artificial Intelligence Contact Center Social Media 113

Aquire

JULY 27, 2021

Cobrowsing technology has been a game-changer for companies. If you’re intrigued by this technology, check out our guide on the nuts and bolts of cobrowsing, its benefits, and how it’s different from screen sharing. Example of cobrowsing technology in action. The technical side of cobrowsing technology. Wondering how?

Technology 59

Technology Technology Customer Satisfaction Omnichannel 59

Experience Investigators

JULY 20, 2021

And Customer Maria has completed a form at the end of a purchase process asking for someone to contact her about her issue. Customers often share feedback in user forums, review sites, and social media. Your contact center agents and other frontline workers hear from customers every day. She is still waiting.

CX 131

CX Close the Loop Social Media Voice of the Customer 131

Fonolo

MAY 11, 2021

With advances in online communication, and the court of public opinion that social media now provides, brands and their customer service faux pas are more exposed than ever. Six Crucial Contact Center Trends The Will Shape 2021. Find out how call-back technology can help! What is customer expectation?

Customer Expectations 108

Customer Expectations Social Media Education Customer Service 108

Fonolo

JANUARY 14, 2020

Not only has technology changed the way we interact with customers, but it’s also massively changed the way we communicate with our peers within the industry. Top Pick: Promoting a digital-first mentality throughout the contact center. Top Pick: Customer self-service and the role of cloud contact centers.

Customer Service 136

Customer Service Contact Center Social Media CX 136

Fonolo

JANUARY 16, 2019

At the same time, other major changes are impacting BPOs, namely: emerging technologies; a rising demand for re-shoring; and a surge in the number of customer communications channels used by businesses. Who should attend: VPs & Directors of Contact Centers. VPs & Directors of Web/Social Media. Thomas Laird.

Contact Center 85

Contact Center Social Media AI Education 85

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

MARCH 7, 2019

There is no doubt that these technologies will play an important role within the industry in the years and decades ahead. This is vital for technology that is, among other things, programmed to answer frequently asked questions and enable customer self-service. It’s imperative that these technologies are clearly understood.

Artificial Intelligence 62

Artificial Intelligence AI Contact Center Social Media 62

Ameyo Callversations

SEPTEMBER 8, 2021

In the age of chats and social media, the call center is still a key to manage customer queries. Call centers handle large volumes of calls, both inbound and outbound. Understanding the differences between inbound and outbound call centers will help you determine the best option for your business.

Social Media 93

Social Media Contact Center Sales Entertainment 93

Fonolo

MARCH 25, 2019

It’s clear that the way businesses communicate with their customers is changing, so it makes sense that, in order to adapt, forward-thinking companies are embracing cloud and AI-powered technologies. The ultimate purpose of this event is to help you clearly understand these technologies, while demystifying AI and NLP in the process.

AI 70

AI Artificial Intelligence Contact Center Machine Learning 70

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. VPs & Directors of Customer Service.

Customer Service 86

Customer Service Contact Center Social Media Engineering 86

Fonolo

JULY 5, 2023

In the age of social media backlash and call-out culture, how your customers feel about your brand is key to your success. These are typically generational trends caused by new technology or information about a product. The same goes for the content that people see about your brand on blogs and social media.

Social Media 104

Social Media Sports Customer Satisfaction Net Promoter Score 104

Fonolo

JUNE 6, 2019

There is no doubt that these technologies will play an important role within the industry in the years and decades ahead. This is vital for technology that is, among other things, programmed to answer frequently asked questions and enable customer self-service. It’s imperative that these technologies are clearly understood.

Artificial Intelligence 52

Artificial Intelligence AI Contact Center Social Media 52

Fonolo

OCTOBER 17, 2018

Customers also use social media as a preferred communications channel at this high-octane time, a public, digital soapbox upon which to shout out about frustrating customer service experiences (anything from being put on hold to never reaching a customer service agent). Don’t rush education. Jeanne Bliss ( @JeanneBliss ).

Customer Service 93

Customer Service Social Media Contact Center Education 93

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. The Panelists. Thomas Howe.

Customer Service 119

Customer Service Contact Center Engineering Hospitality 119

Fonolo

APRIL 4, 2023

Customer service expectations in the contact center continue to increase, and only the best businesses keep up. Statistics That Demonstrate the Value of Great Customer Service Excellent customer service in the contact center has always been job one. 14% of contact center leaders predict growth of more than 10%.

Contact Center 81

Contact Center Customer Service Social Media Artificial Intelligence 81

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. The Panelists. Thomas Howe.

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 This keeps your employees happy and your call center on point! The 80/20 service level metric used by call centers does not, in fact, fit for most call centers. Call center volumes have dropped by 71% since 2015.

Contact Center 85

Contact Center Omnichannel Entertainment Social Media 85

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

Shep Hyken

DECEMBER 23, 2022

This week, we feature an article by Mitel , a company that works with teams by supporting their communications and technology needs so that they can provide the best customer experience possible. This was straightforward, but now unified communications (UC) technology is more than just IP phones and simple features like live chat.

AI 65

AI Contact Center Technology Technology 65

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

CX Accelerator

SEPTEMBER 24, 2019

You imagined sky-high CSat, happy customers writing rave reviews, those reviews going viral on social media and hitting the news, cheering employees and your company valuation going through the roof as everyone around you asks: why weren’t we doing this earlier?! Well, dial back your expectations a little.

CX 282

CX Education Social Media Government 282

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

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. Actually, I had a knack for technology in general. — The Fonolo Team. Enter Call-Backs.

Net Promoter Score 108

Net Promoter Score Contact Center NPS Engineering 108