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Cleaning Up a Customer Relationship Mess: Going Back to Basics

People like shiny new things. The same cannot always be said about pesky new software updates and releases to the platforms and apps that have become fixtures in both our personal and professional...

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2020 Vision: What Customer Service Looked Like in 2019

Good customer service can be hard to find. Conversely, bad customer service is easy to spot and, when especially ugly, it can go viral. With social media becoming a worldwide connector and a general...

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onholdwith easyJet during COVID? Join the club…

The last few months have been a struggle for many companies, thanks to COVID-19. Travel was particularly hard hit. With almost all flights cancelled, airline customer support departments were inundated...

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Countdown: The 25 Worst Hold Time Offenders of 2016

Looking for 2019’s Worst Hold Time Offenders? See the Top 10 here If you’ve ever tweeted about waiting on hold with a call center your frustrations have likely been cataloged on onholdwith.com. The...

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Top Analysts Covering the Customer Experience for 2017

The customer experience has grown to be one of the leading determinants of customer satisfaction in the contact center. A recent study by Dimension Data shows that 82% of companies recognize the...

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#EverydayHeroes: Introducing the Humans of Customer Service

Stop me if you’ve heard this one: What a world we live in. Speaking as a seasoned, schooled, marginally flawed member of the human race, I have of late been watching the movements of humanity with...

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WhatsApp and Twitter: You Need to Pay Us to Use Our Platform for Customer...

Last week, Facebook announced that WhatsApp could now be used as a customer service platform. We now have an interesting race between Apple’s “Apple Business Chat”, Facebook’s own “Messenger for...

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Toronto’s Tech Explosion a Mixed Blessing for Start-Ups

By every measure, the tech scene in Toronto is exploding. Venture capital (VC) investment is hitting new records. The pace of start-up activity is very high. Lately, it seems like all the major tech...

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The Undead: AI Can’t Die Because its Definition Keeps Changing

Every tech trend has a natural lifespan. It starts on the fringes, builds momentum with early adopters, then moves into the mainstream. Subsequently, you get some start-up successes, then a rush of...

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See Fonolo at The Future Contact Center Summit

Fonolo is proud to be a part of The Future Contact Center Summit, January 29-30, 2015 at the Omni Orlando resort at ChampionsGate, Florida! This is the only customer care event that synthesizes...

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