With the spread of COVID-19 earlier this year, contact centers were hit hard, requiring businesses to quickly adapt on a massive scale. These drastic changes are reflected in Fonolo’s report, showcasing unexpected trends and new predictions for the coming year.
Declining contact center budgets, data security concerns, and increasing agent attrition are among the trends noted in Fonolo’s report — all a result of the fallout from the pandemic.
“We’ve all heard the saying ‘necessity is the mother of invention,'” says Flavio Martins, CX Expert. “It’s also at the heart of innovation and ingenuity. We’ve seen virtual service and self-service technologies quickly implemented due to limited in-person service options.”
Martins is one of several industry experts who have contributed their insights to the State of the Contact Center report. Fonolo CEO Shai Berger remains cautiously optimistic about the future of contact centers.
“The pandemic has forced all industries to re-evaluate their operations, and contact centers are no exception,” says Berger. “What’s more, it has put things into perspective and reminded professionals of what’s most important: the customer experience and providing excellent service.”
Fonolo, the industry leader in cloud-based call-back solutions, has revolutionized how contact centers interact with customers through web, mobile, and voice. The company’s patented call-back technology empowers customers with an innovative alternative to waiting on hold.
Fonolo’s award-winning solutions are trusted by a growing list of call centers that aim to enhance their customer experience. From Fortune 500 companies to SMBs, customers value Fonolo for its scalability, expertise, and proven ROI.
Visit fonolo.com to learn how your call center can reduce abandonment rates, smooth out call volume spikes, and lower costs.
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