TORONTO, June 12, 2019 /PRNewswire-PRWeb/ -- Fonolo, the
leader in cloud-based call-back solutions for the contact center,
today announced the launch of its new holiday field guide for call
centers in the retail industry: How to Prepare Your Call Center for
a Crisis: Black Friday and Cyber Monday. The instructive guide
provides several ways for call centers who struggle during this
season to improve customer interactions during the busiest shopping
weekend of the year.
In 2018, Cyber Monday was the biggest sales day of the year,
with online revenues of $7.9 billion
– an increase of 19.3% compared to 2017. Given these numbers, it is
understandable that calls to businesses rose more than 37% over the
past two holiday seasons. "At Fonolo, we see a huge spike in our
customers' call volumes during this season, with Cyber Monday
setting a record high last year," says Samantha Mehra, Marketing Communications
Manager, Fonolo. "While it might seem tempting to neglect the
customer experience in favor of the "just get it done" mentality,
it's important that call centers working in the nucleus of retail
industries during this high-octane time of year still aim to
please, even during the Black Friday and Cyber Monday storms.
Fonolo's new guide shows you how."
Fonolo's field guide, in five succinct pages, details the key
ways call centers in the retail industry can prepare before the
holiday season. It includes:
- Optimization of self-service channels;
- Workforce management;
- Call-backs; and
- Training.
The new retail field guide is a must-read for any customer
service leader looking to improve their retail call center and
contact center infrastructures, both before and during Black Friday
and Cyber Monday.
Click here to access the complimentary guide.
About Fonolo
Fonolo, the industry leader in cloud-based call-back solutions, has
revolutionized the way contact centers interact with customers
through web, mobile, and voice. The company's patented call-back
technology empowers customers with an innovative alternative to
waiting on hold. Fonolo's award-winning solutions are trusted by a
growing list of call centers who aim to enhance the customer
experience. From Fortune 500 companies to SMBs, Fonolo is valued by
customers for its scalability, expertise, and proven ROI.
Visit fonolo.com to learn how your call center can reduce
abandonment rates, smooth out call volume spikes, and lower
costs.
For media inquiries, please contact:
Samantha Mehra, Marketing
Communications Manager
Samantha(at)fonolo.com
SOURCE Fonolo