Fonolo is a call center software with a mostly US-focused audience. It’s mission? To eliminate hold time forever with its patented call-back software. The blog, which has been publishing consistently since 2010, is one of the top customer service blogs in the industry, and continues to generate awareness among call and contact center professionals. While at Fonolo, I wrote over 40 blogs, edited countless others, managed writers, and later oversaw similar projects as an Interim Director.

SAMPLE BLOGS

*NEW*

Read: Top Call Deflection Strategies for the Contact Center

Read: How to Use Customer Profiles to Improve Call Center Training

Read: 5 Tips to Help Set Customer Expectations for Service Delivery

Read: 8 Tips to Reduce Contact Center Costs

Read: Upgrade your Call Center with These 7 Cost-Effective Methods

Read: 15 Top Call Center Overflow Handling Services

Read: What is Call Overflow Handling? 4 Reasons Your Call Center Needs it Now

*ARCHIVAL*

Read: How Hyundai Canada is Signaling a New Era for the Auto Industry

Read: ADP Canada and the Secret to Customer Service Success

Read: Forever Better: Miele Canada and the Pursuit of Customer Service Excellence [Interview]

Read: What IKEA Gets Right About Customer Experience

Read: How to Use Social Media to Support your Customers

Read: What is Call Overflow Handling?

Read: The Golden Rules of Contact Center SLAs

Read: The Best Advice for Contact Centers in 2020 from the Experts

Read: 8 Powerful Customer Experience Bloggers You Need to Watch

Read: The Benefits of Gamification for Call Center Managers

FULL FONOLO LIBRARY

You can view the complete library of my Fonolo articles here.

SAMPLE REPORTS

Spring 2021: How to Foster Engagement in a Hybrid Contact Center

CX Trends you Need to Watch in 2018

The Top Contact Center Trends to Watch in 2019

Contact Center Trends 2020: A New Age for Customer Experience

Call Center 101: The Golden Rules of SLAs

PRESS RELEASES? OTHER WORK?

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