New Whitepaper: Top 10 Customer Service Trends for 2017

February 7, 2017

Toronto, ON — Feb 7, 2017 — Fonolo, the pioneer in cloud-based call-back solutions for the contact center, has released a complimentary whitepaper for customer service professionals, “Top 10 Customer Service Trends for 2017.” This report outlines trends impacting customer support, and key strategies to ensure success for the future.

A study from NewVoiceMedia indicated that companies lose more than $62 billion each year due to poor customer service. Keeping up with customer service trends is a priority for most organizations. This whitepaper examines 10 trends that should be top of mind for contact center managers throughout the year.

The report explains how to:

  • Deliver service offerings that the next generation expects
  • Properly rollout chatbot support
  • Improve agent engagement to avoid burnout

In addition, the report identifies the impact of personalization, speed of service, and the influence customer effort has on satisfaction, all while outlining strategies for improvement.

“Technology is transforming the customer service industry at a rapid rate, and businesses are struggling to keep up,” said Fonolo’s Director of Marketing, Daniela Puzzo. “This whitepaper cuts through the noise by highlighting the most important areas organizations should focus on to remain competitive.”



About Fonolo

Fonolo is the leading provider of cloud-based call-back solutions. The company’s innovative products improve the way call centers interact with their customers by seamlessly replacing hold time with a call-back. Regardless of where the conversation begins – on the web, mobile or by phone – Fonolo quickly and conveniently routes customers through the call center, connecting them to the right agent and eliminating hold time. A growing list of organizations trust Fonolo to improve the call center experience for their customers. Fonolo was named “Top Technology Provider” by the 2015 Call Center Week Awards.

To learn more about how Fonolo can help reduce abandonment rates, improve your customer experiences, and lower costs, visit

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