products 
Inside Customer Service
MARCH 2, 2023
This blog is a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. Is burnout gripping your contact center? That spells trouble for contact centers. The responses were anonymous.
Customer Service Life
JANUARY 31, 2024
Image by Gerd Altmann from Pixabay Throughout my career in the contact center, I’ve had a love-hate relationship with quality assurance (QA). I was already two years into a role as a customer support manager when I hired someone with actual contact center experience (I had none) who informed me that I should be “doing quality.”
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Fonolo
MARCH 16, 2023
Your contact center may run like clockwork, with engaged agents answering calls quickly, solving problems, and creating satisfied customers in record time. But without the contact center KPIs and metrics that managers use to measure the effectiveness of their operations, you’d never know for sure. KPIs matter.
Fonolo
APRIL 4, 2023
Customer service expectations in the contact center continue to increase, and only the best businesses keep up. Customer service statistics show that superior CX generates more return customers, increases loyalty, and helps generate higher profits. Source: ArenaCX Customers are 5.1
CX Accelerator
MARCH 16, 2020
Written by Jeremy Watkin and Community Dear contact center agent: What if I told you that if you come to work for us you can do the exact same job as you’re doing now but we’ll instead call you a customer service hero, guru, rockstar, or ninja? Be careful about confusing agents and customers. Are you sold?
Customer Service Life
FEBRUARY 29, 2024
Image by Mikko Koivuneva from Pixabay Whether it’s called a one-on-one meeting, or a coaching conversation, or a performance check-in, this regular conversation between a supervisor and an employee is essential to an effective and high-performing contact center. As we talk about productivity, there’s one thing we always aim NOT to do.
Fonolo
DECEMBER 8, 2023
Contact center trends move fast, which makes trend-spotting an invigorating sport for those who dare to participate! There’s no denying that some of the changes impacting contact centers over the last four years continue to make waves – notably the enduring appetite for hybrid and remote work.
Expert insights. Personalized for you.
212 
Let's personalize your content