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State of the Contact Center 2023

Contact centers remain ahead of the curve when it comes to embracing fast-paced change. But what are the priorities for the year ahead?  

In this report, we discuss the state of contact centers, with help from nine industry experts. They shine a light on self-service and artificial intelligence — and discuss how these innovations affect the customer experience. This key resource will help contact center leaders navigate in a rapidly evolving workplace. 

State of the Contact Center 2023-Angled Cover

What’s Inside: 

  • Self-service emerges as a key CX innovation
  • Call centers are becoming profit centers
  • Agent happiness is a C-suite priority
  • And much more!
State of the Contact Center 2023-Inside Spread UK


What Our Clients Say

Allison Garretson

We wanted to offer our customers the convenience of a call-back without consuming time actively waiting in a call queue. We also wanted to mitigate our abandon rate on busy days. Fonolo’s simple implementation and subscription-based model encouraged us to move forward with this solution.

Allison Garretson
SVP, Operations & Customer Engagement | The General
Virag Solanki_01

At Reliance, we continually strive to provide our customers with an optimum experience. 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.

Virag Solanki
Leader, Reliance Teleservices | Reliance Home Comfort
Bill MacBride

We decided to engage with Fonolo and utilize their call-back solution as another means for us to establish an effortless customer experience. 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 help the bottom line!”

Bill MacBride
SVP, Customer Care Operations | Nutrisystem

With Fonolo’s call-back solution, we saw a reduction in our abandon rate, an increase in member satisfaction and an upsurge in agent morale.

Mark Edelman
V.P. Digital Member Services | Stanford Federal Credit Union

The Number One Name in Call-Back Solutions

Improve the Customer Experience

Create a better experience and increase customer loyalty by eliminating hold time.

Reduce Spikes in Call Volume

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

Lower Abandon Rates

Reduce complaints and build trust with your customers by decreasing Abandonment Rates.