Discover the Six Crucial Contact Center Trends That Will Shape 2021

The forces that transformed the contact center this year will continue well into the next.

We spoke to the industry's leading experts to find out what 2021 has in store for contact centers.

Read the full report to discover: 

  • The true role of AI in the contact center.
  • The powerful undercurrent changing consumer behavior.
  • The one priority ALL contact center managers share next year.

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the Customer Experience

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Call-backs reduces spikes in call volume


Reduce Spikes in
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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."