The State of the Contact Center in 2020

This year was 'unprecedented' in every way. Every contact center has undergone radical change to survive.

We spoke to industry leaders and influencers around the world to figure out exactly how COVID-19 has transformed contact centers over the last 9 months.

Read the full report to discover: 

  • A worrying trend we found in contact center budgets
  • The surprising impact that COVID-19 had on agent attrition 
  • Which two areas EVERY contact center executive is investing heavily in this year

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Improve the Customer Experience

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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."