Industry Insights

Evolution of Chat and Email in the Contact Center Industry

Recently, I checked my credit card statement to find several unauthorized and unexplained gas charges. I hadn’t used this card in weeks, so I knew they couldn’t be valid. I pulled out my credit card and proceeded to contact the customer service...

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3 Benefits of Artificial Intielligence in the Contact Center Industry

Do you remember the last time you called an 800 number and experienced a challenge when attempting to follow the prompts? Were the menus confusing? Did the speech recognition feature clearly understand your responses? Did you provide the...

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Why do we celebrate Customer Servce Week?

National Customer Service Week is celebrated annually during a full week in October. Companies around the globe raise awareness of  this initative by incorporating activities to build morale for their employees and perks for their customers....

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Press Release:  Fenero Announces Key Employee Promotion to Executive Team

Charles Callari promoted from Vice President of Customer Development to Fenero’s Chief Operations Officer

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Fenero Awarded a 2017 CRM Excellence Award for its New Flow Interaction Management Software

Fenero Awarded a 2017 CRM Excellence Award for its New Flow Interaction Management Software

 

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Are you staffed appropriately this holiday season?

With the holiday season already here, I hope you made the necessary preparations for your contact center to handle the expected call volume. Typically your customer service representatives request PTO to spend time with their families and shop but...

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