Change is the only constant trend.
Everything from the way we shop to how we listen to music has changed in the last two decades. This includes our experience as customers. Modern consumers are no longer willing to accept poor customer service. In fact, more than 80% of customers now say the experience a company provides is as important as its products.
It’s been a journey: The contact center evolved from the humble call center, as more channels of communication became commonplace. In order to keep up with the demands of modern consumers, the contact center is destined to evolve further, into the ‘Customer Experience Hub’ of the future.
As part of this, many businesses are already moving away from the view of call centers as ‘cost centers’ and towards one that views them as a centers of opportunity for businesses — one where the opportunities the center creates well outweigh the costs of running it.
With this ‘meta-trend’ to give us some context, here are three of our top trend predictions for the call center in 2020. Continue reading
Now that Game of Thrones has ended, you’re probably thinking, “What should I do with all of the extra time I have now?” Allow me to suggest something: It’s a great time to catch up on industry reading. There’s a large (metaphorical) stack of reports to go through here at Fonolo HQ, so let’s dive in!
More and more call centers are offering a call-back option as an alternative to putting customers on hold. At Fonolo, we see this trend through the increased demand of our own call-back solution. We also see it in survey results such as 
One of our goals with the Fonolo blog is to expose our readers to a broad range of voices on a broad range of topics. We share a lot of diverse content, including lists of 
Here at Fonolo, we understand the many issues call centers face in regards to staffing, spikes, hold times, call abandonment, and more. That is why we’ve tasked ourselves to research the best solutions to deal with these problems head-on. While nothing can beat call-backs in improving your call center experience for both customers and agents, we are happy to announce the findings from our years of research.
