The Ultimate Guide to Call Center Training
Fonolo
by Veronica Yao
2d ago
Call center training has always been one of the key pillars of running a successful call center. As the industry advances, so do the methods we use to ensure our workforce is performing at its best. A strong call center training program should not just be part of your onboarding process. Instead, it’s helpful to think of it as regular part of your workforce management. It plays a key role in keeping your agents aligned in their approach and messaging, as they support your callers daily. Still have questions about call center training? Read on for our complete guide, where we’ll explore all the ..read more
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CX4Now: These CX and Contact Center Trends are Ones to Watch, According to These Influencers
Fonolo
by Veronica Yao
1w ago
If you’ve been following the CX and contact center industries over the past few years, you know the landscape has drastically changed. The industry players are bigger and more intimidating, and the customers are more demanding. There’s so much industry new out there – where should you focus your attention? We asked nine influencers and leaders in the CX and contact center spaces to weigh in on the biggest trends for 2023. And their answers may not be what you expect. Agent Empowerment The evolving role of the agent in the contact center was one key trend many of our influencers are watching ..read more
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The Top Hold Time Offenders of 2022 Revealed (And Airlines Aren’t Doing So Hot)
Fonolo
by Veronica Yao
1w ago
There are few things worse than wasting precious time on hold. It’s a terrible experience for both the customer and the business. So why do we continue to put up with it? That’s a question we ask every year as we prepare to name-and-shame Twitter’s top hold time offenders of the year. Your customers have opinions on your service, and if they’re unhappy, they will take to social media without hesitation to voice their frustrations. And trust us, it isn’t pretty. Don’t believe us? A quick trip to OnHoldWith.com will change your mind fast. There, you can see live tweets of customer complaints as ..read more
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Why Call Center Retention Matters
Fonolo
by Cindy McGlynn
2w ago
If call center retention keeps you up at night, you’re not alone. In the era of the “great resignation” and in an industry with record staff turnover, employee retention is on every manager’s mind. The numbers are sobering. According to the 2021 ICMI report, a contact center’s average employee turnover rate was 58% per year. This figure is about 10 percent higher than the US average employee attrition rate of 47.2%. What’s up? Every field has employee turnover, of course. But stressful industries like contact centers stand out. Let’s take a closer look at why call centers see so much agent tur ..read more
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How Artificial Intelligence is Changing CX in the Contact Center
Fonolo
by Cindy McGlynn
2w ago
If there’s one thing managers need to understand about digital transformation, it’s how artificial intelligence is changing CX in the contact center. The cost savings  AI offers makes the move to more automation inevitable. Gartner reports that AI chatbots alone can save the contact center industry up to $80 billion in annual labor costs by 2026. By 2031, the savings could grow to $240 billion. Along with huge cost savings, AI will be a tremendous boon to customers longing for better self-service, and agents who need relief from repetitive taskwork. It’s clear that AI’s impact on customer ..read more
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How Artificial Intelligence is Changing the Contact Center
Fonolo
by Cindy McGlynn
3w ago
Change seems to happen slowly and then all at once. The same holds when considering how artificial intelligence is changing the contact center.   You probably know at least a bit about AI and automation. Tools like interactive voice response (IVR) and smart call routing are tried and true ways to save time and money – and offer better service. They are also popular advancements in automation that employ varying degrees of AI. Most managers also rely on an analytics package (or several, depending on how integrated your software is) to monitor KPIs. Again: these tools employ automation and ..read more
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3 Ways to Use Artificial Intelligence in Your Call Center
Fonolo
by Tori Dudys
3w ago
Wondering how to use artificial intelligence (AI) in your call center? It’s a hot topic, and many call center managers want to know what this rapidly evolving technology will mean for their organizations. There are so many questions — and some concerns, too. Some people worry that AI is dangerous. Others have their eyes on job loss, thinking that AI might replace human agents altogether. For some, there’s nothing to see but opportunity, and they want to discover everything they can about AI technology for their contact center.   There is plenty to learn about artificial intelligence and i ..read more
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7 Highly Effective Call Center Improvement Strategies
Fonolo
by Veronica Yao
1M ago
Call center leaders are always looking for ways to take their operations to the next level. But the question is: what does that next level look like for your business? That all depends on the goals your contact center sets. Success will look different for every organization. It’s up to you to set those standards and provide the right support and motivation for your call center team to achieve them. The first step is deciding where to focus your efforts. And that can be an undertaking, considering all the areas of the contact center that can affect performance. Below we’ll discuss some areas yo ..read more
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7 Step Action Plan for Call Center Development
Fonolo
by Chrissy Kapralos
1M ago
Call center leaders have their work cut out for them. From training new recruits to briefing executives and monitoring customer satisfaction levels, the days move fast. Sometimes, it’s hard to find the time to map out call center development goals.   Maybe you have an old action plan from last year that you loosely stick to, but it could use a revamp. Here at Fonolo, our call center tech lends itself nicely to business and development planning. Our rich insights help inform your strategy and monitor progress, showing metrics like average handle time (AHT), and much more.  But fi ..read more
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4 Effective Contact Center Development Ideas
Fonolo
by Chrissy Kapralos
2M ago
Entrepreneur and CRM expert Bobby Darnell describes business development as a “contact sport.” He’s right! When it comes to contact center development, what Darnell means is that you must engage. You can’t passively improve a call center.   As leaders and managers, you need to get down and dirty with metrics, KPIs, and agent performance to run a successful contact 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. When ..read more
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