Core tenets of customer service are timeless: For example, “know your customer” is still as important today as it ever was. If you know your customer, you’ll know that consumer expectations have changed radically over the past decade, largely due to the development of new technologies. On-demand experiences provided by organizations like Uber and Amazon mean that efficiency and personalization are expected throughout all touchpoints of the customer experience. The bottom line is that consumer behavior is changing rapidly and businesses need to stay-up-to-date with the new normal. After all, consumer patience is a finite resource. These five customer service faux pas will not only make your organization seemed outdated, but ultimately harm your customer relationships.
Consumers 
It’s going to be a big year in the world of contact center and in customer service technology. Will Avaya soar upwards, freshly unburdened from its decade of debt? Will this be the year that messaging platforms from Facebook, Apple and others reach critical mass as a channel for customer service? Will the AI / chatbot hype start to live up to its promise? We’re going to tackle all of those topics in the months ahead on this blog, but first we’re reading everything we can so we can bring you the most accurate analysis. Below are some of the reports that we have found most interesting.
According to Dimension Data’s 
Having an omni-channel contact center is becoming increasingly important as channel options are diversifying and consumers are using more touch-points to interact with companies. Consequently, 
What we know: The voice channel is here to stay (Whether or not it declines in popularity is still up for debate). But we can’t hide from the facts: ![[Whitepaper] The New Customer Service Lexicon](https://fonolo.com/wp-content/uploads/2016/09/Whitepaper-The-New-Customer-Service-Lexicon.png "[Whitepaper] The New Customer Service Lexicon")
![[Video] 4 Takeaways from Our Google Hangout on the Voice Channel](https://fonolo.com/wp-content/uploads/2016/08/Video-4-Takeaways-from-Our-Google-Hangout-on-the-Voice-Channel-1.jpg "[Video] 4 Takeaways from Our Google Hangout on the Voice Channel")
Last week, Fonolo hosted yet another insightful Google Hangout discussing the voice channel as a relevant medium for contact centers. This fabulous panel of contact centers experts was determined to uncover the truth behind the future of the voice channel. To save you some time, we’ve extracted video snippets showcasing highlights from the discussion.![[Readers Choice] The Best 5 Customer Service Blogs This Year](https://fonolo.com/wp-content/uploads/2015/12/Readers-Choice-The-Best-5-Customer-Service-Blogs-This-Year-.jpg "[Readers Choice] The Best 5 Customer Service Blogs This Year")
Now that the end of the year has neared, we’ve evaluated what blogs you thought were the most captivating and helpful for advancing customer service. These blogs were chosen by you as the most popular Fonolo posts of the year! We’re so thrilled you enjoyed reading all of our educational content, and hopefully reading about our super cool call-back technology was fun as well.
