State of the Contact Center 2022

What lies in store for contact centers in 2022? Between headlines of labor shortages and remote work, it's tough to know where to focus your efforts. 

In this new report, we reflect on the most significant trends from the past year with insights from industry leaders and CX experts. This is an essential resource for contact center leaders looking to make data-driven decisions for their operations this year.

What’s Inside:

  • Why COVID is no longer an excuse for poor service.
  • The key to preventing agent attrition and staff shortages.
  • Where to focus your digital transformation efforts.
  • And much more...
State of the Contact Center 2022-LP Feature

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on 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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