Contact Center Trends 2020: A New Age for Customer Experience

Over 80% of customers say the experience a company provides, especially via its contact center, is as important as its products.

In this year's report, we give you insight into six trends that will dramatically affect the success of your contact center in 2020.

What's Inside:
  • Texting is Back
  • Omnichannel
  • Cloud-Based Contact Centers
  • AI is Here to Stay
  • Time is of the Essence
  • And more!

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the full report:

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Improve the Customer Experience


Improve the Customer Experience

Create a better experience and increase customer loyalty by eliminating hold time.
Call-backs reduces spikes in call volume


Reduce Spikes in Call Volume

Improve contact center productivity and reduce the need to hire additional resources.
Lower Abandon Rates


Lower Abandon Rates

Reduce complaints and build trust with your customers by decreasing Abandonment Rates.
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What Our Clients Say

Serving the best in retail, finance, healthcare, and more, we help brands leverage call centers to drive millions of dollars in revenue, boost sales, cut costs, and win customers for life.

Virag Solanki
Virag SolankiLeader, Reliance Teleservices, Reliance Home Comfort

"During times of high volumes, the Fonolo technology delivers another option for improved customer experience with the choice of a call-back rather than waiting in queue. We look forward to our continued partnership with Fonolo."
Bill MacBride
Bill MacBrideSVP, Customer Care Operations, Nutrisystem

"The most rewarding aspect of utilizing Fonolo has been our customer’s reaction to the option; it’s been very positive. Happy customers help increase brand loyalty and the bottom line!"
Ricardo Mejia
Ricardo MeijaCP, Centralized Services, First Service Credit Union

"A call-back service is a must-have. People deserve a call-back option so they can continue on with their lives."
Laura Reinhold
Laura ReinholdDirector, Member Service Contact Center, Credit Union of Colorado

"Fonolo’s commitment to setting us up for success is amazing! Their team truly cares and acts as a quality business partner."
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