The Manager’s Guide to Call Center Service Levels
In the world of contact center metrics, service level has always held
The post The Manager’s Guide to Call Center Service Levels first appeared on Fonolo.
Most people (and the people you choose)
Most people want you to make something cheap, write something short, share something funny, and fit in. But the people you serve… they might want something else. The few people you need to thrive in your work might want you to write something they’ll remember for a long time, or to take then on a […]
The audacity of the crowd anthem
There’s little doubt that We Are the Champions is one of the great crowd anthems of our time. Just about any group can be stirred into a frenzy just by playing a few bars: The same goes Rapper’s Delight. And yet… Can you imagine how frightening it must have been to play it live for […]
Hawaii State FCU Improves Customer Service with Voice Call-Backs
A commitment to care for your personal well-being is above and beyond
The post Hawaii State FCU Improves Customer Service with Voice Call-Backs first appeared on Fonolo.
Self restaint vs systemic restraint
It’s not hypocritical to help yourself at a buffet at the same time you counsel the owner of the restaurant to limit the number of trips that people take so that the restaurant can become sustainable. It’s possible to argue for systemic changes to cultural systems while also doing what classical economics posits that people […]
Create impactful experiences in 2023: make immersive CX your edge
Moving into a new year usually always indicates a fresh start with new ideas about how to successfully spend the next 12 months. This is particularly the case in business – especially as we’re in an age of renaissance, moving past the difficulties of the pandemic. According to Zendesk, 76% of customers have expressed satisfaction with the…
The post Create impactful experiences in 2023: make immersive CX your edge appeared first on Customer Experience Magazine.