Fonolo’s New White Paper Details Contact Center Trends for 2018

November 29, 2017

Toronto, ON — November 29, 2017Fonolo, the leader in cloud-based call-back solutions for the contact center, has published a new white paper titled, “9 Critical Contact Center Trends for 2018.” The report examines top trends in the call center space, and their impact on the industry.

According to the Customer Experience Executive Report by CCW Digital, customers place a premium on great experiences, and 63% of them would pay more for a better experience.  “Companies are realizing that the customer experience has a direct effect on brand loyalty,” said Daniela Puzzo, Marketing Director, Fonolo. “If you’re not meeting expectations, they will go elsewhere. It’s critical for leaders to stay up-to-date with important trends that keep customers engaged, and ultimately optimize for the future.”

The following key themes are among those mentioned in the white paper:

  • A Focus on Customer Experience Strategies
  • The End of On-Premise
  • The Importance of the Voice Channel
  • How Customers Feel About Customer Feedback




About Fonolo

Fonolo, the leader in cloud-based call-back solutions, has revolutionized the way 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 who aim to enhance the customer experience. From Fortune 500 companies to SMBs, Fonolo is valued by customers for its scalability, expertise, and proven ROI.

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