Fonolo, A Verint Company

🔥Check out this great read!🔥 The State of the Contact Center 2024 whitepaper is now available! Grab your copy today for expert insights from Shai Berger, • Shep Hyken, Jeremy Watkin, Thomas Laird, Blair Pleasant, David Beaumont and Sue Duris, MBA, CCXP on AI, security, workforce management, agent engagement & more! 🚀 Get your copy here: https://hubs.li/Q02mSBLD0 #LearnwithFonolo! #HelpYourself #EndHoldTimeForever!

🌟 Check out our star performer: The State of the Contact Center whitepaper! 📄✨ Dive into the hottest industry discussions with firsthand insights from contact center gurus. 🚀 Don't miss out – grab your free copy today and join the conversation shaping the future of our industry! 🎉 #ContactCenterInsights #MustRead Get your free copy! ➡️https://hubs.li/Q02rxLnX0

Don't let high employee turnover affect your call center's performance! Learn why agent retention matters and discover 5 proven strategies to improve agent engagement and retention. Read our blog post now! ➡️ https://hubs.li/Q02rxXt50 #AgentRetention #TurnoverRate #CallCenter

It's no secret that #GoalSetting is key to getting things done. In the #ContactCenter environment, managers will want to consider their agent's professional development goals 🏅along with operational priorities 📈 when they help their team spell out the things they hope to accomplish. SMART goals are great and getting feedback from your agents helps too. And don't forget your own goals! Our recent blog is full of tips ➡️https://hubs.li/Q02rxLp10

Some say the 4 most important call center agent performance metrics are: ➡️Agent Satisfaction ➡️CSat ➡️Net Promotor Score ➡️Customer Effort Score Agree? Disagree? Learn more about engaging your agents 👨💼👩💼, improving KPIs, and increasing CSat in our blog. https://hubs.li/Q02ry0bp0

People usually think they can do things better themselves. You know what? They're usually right! 💯 That's why thoughtful self-service in the #ContactCenter just plain works. Our blog post 📝 shows you how to do it right. https://hubs.li/Q02ry1120 #SelfService #ContactCenterAutomation

Abandon rates aren't just about customers hanging up in frustration, though that's a crucially important piece of information this metric conveys. High abandon rates can also point to spiking calls, long hold-times, inadequate staffing, and friction in your omnichannel integration. ➡️Read our blog to understand - and reduce - call abandonment rates in your contact center. https://hubs.li/Q02rwBjV0

Offering service on your customers' preferred channels is crucial. But beyond that, do you know for sure what your customers actually want and expect from your customer service department❓ Our latest blog takes a close look at the research around customers’ expectations. Some of the insights might surprise you. 😮 Read it here! ➡️ https://hubs.li/Q02rwf4P0

Popular Read! 🔥 Fonolo's annual State of the Contact Center white paper! Navigating the post-COVID landscape is no small feat in the contact center space. Read our latest report to learn from industry experts who shed light on the ongoing changes shaping our journey. Discover insights on: 🤖 Priority AI applications 👭 The state of the workforce and agent experience 📈 Identifying metrics that matter Let's sail the seas of change together! 🌊🤝 Dive into the full report and chart a course for success. 📚🔗 #ContactCenterInsights #WhitePaper #IndustryExperts ➡️https://hubs.li/Q02nMX6m0

Abandon rates aren't just about customers hanging up in frustration, though that's a crucially important piece of information this key metric conveys. High abandon rates can also point to: spiking calls, long hold times, inadequate staffing and friction in your omnichannel integration. The right tools can help you lower your abandon rates. ➡️Learn how to understand - and reduce - call abandonment rates in our recent blog. https://hubs.li/Q02nMF0N0