Fonolo
AUGUST 6, 2013
UPDATED JANUARY 2020. Lowering call abandonment in contact centers is what we do. It’s a primary benefit of our call-back software (and we’re proud of it) so you’ll forgive us for making this piece detailed… a round-up of what we’ll be covering today so you can skip the bits you already know. How to Reduce Abandonment Rates in Your Contact Center.
Customer Interactions
AUGUST 8, 2013
'Video surveillance is everywhere — serving as our 24/7, always alert eyes. It has evolved at a rapid pace over the past several years, in large part due to advancements in technology, but also as we’ve discovered new ways to leverage it. Here’s what’s happening in video surveillance from two distinct angles: technology and operations.
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Customer Interactions
AUGUST 29, 2013
'I’m just back from a week-long trip to Anaheim, CA for the annual APCO conference. It’s one of my favorite shows to attend because you get to meet people from different spectrums of Public Safety, share ideas, and see all of the new and hot products and solutions for 9-1-1. APCO is also one of the largest shows for public safety communications professionals – so vendors tend to use it as a launching pad for 9-1-1 products.
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Step-by-step instructions on how to use AI for growth in your contact center Learn how AI can transform your contact center operations. In this ebook, dig into the different AI technologies, then see how each can help automate tasks, streamline service, and turn your contact center from a cost center to a profit house. Plus, we’ll give you practical tips on choosing the right AI tools, getting them up and running, and measuring their impact.
Customer Interactions
AUGUST 1, 2013
'Earlier this year, my work associate Dr. Bob Banerjee (‘Dr Bob’ as he’s affectionately known) blogged about the many ways that PSIM can help security organizations adapt to change. He wrote about the propensity for roles, information sources, processes and policies, people, and technology to change in security organizations, and how PSIM could help such organizations be more nimble and adaptable under these conditions.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.
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CX leaders are in a gold rush for AI, lured by the promise of cost savings and a revolution in service delivery. But simply deploying AI in your contact center isn't a magic bullet. There are hidden dangers that can derail your AI dreams. Recent incidents, such as the missteps of an AI chatbot deployed by Air Canada, have underscored the complexities and risks involved in leveraging AI in customer-facing roles.
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