Fonolo Launches New Black Friday and Cyber Monday Guide for Troubled Retail Contact Centres
Fonolo, the leader in cloud-based call-back solutions for the contact centre, today announced the launch of its new holiday field guide for call centres in the retail industry: ‘How to Prepare Your Call Centre for a Crisis: Black Friday and Cyber Monday’.
The instructive guide provides several ways for call centres who struggle during this season to improve customer interactions during the busiest shopping weekend of the year.
“It’s important that call centres 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.”
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.
Samantha Mehra, Marketing Communications Manager, Fonolo, commented,
“At Fonolo, we see a huge spike in our customers’ call volumes during this season, with Cyber Monday setting a record high last year,”
“While it might seem tempting to neglect the customer experience in favor of the “just get it done” mentality, it’s important that call centres 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 centres in the retail industry can prepare before the holiday season. It includes:
– Optimization of self-service channels;
– Workforce management;
– Call-backs andTraining.
The new retail field guide is a must-read for any customer service leader looking to improve their retail call centre and contact centre infrastructures, both before and during Black Friday and Cyber Monday.
Additional Information
Click here to access the complimentary guide. Click Here
Fonolo, the industry leader in cloud-based call-back solutions, has revolutionized the way contact centres 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 centres 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.
For additional information on Fonolo visit their Website
