New White Paper Details Contact Center Trends for 2019

December 4, 2018

TORONTO, ON – December 4, 2018 – Fonolo, the leader in cloud-based call-back solutions for the contact center, has published a new report: “The Top Contact Center Trends to Watch in 2019.”

The customer service industry field guide hand-picks the top trends emerging in the contact center space, and their potential impact on the call center industry in the new year. According to Forbes, the quality of customer service interactions plays a significant role in a brand’s credibility, and its future business.

“Contact centers form a vital part of the customer service backbone for many brands,” said Samantha Mehra, Marketing Communications Manager, Fonolo. “Especially in this increasingly digital age, where technology moves the dial so often, it is essential for customer service and contact center leaders to keep their finger on the pulse of industry trends that will significantly impact their businesses.”

Fonolo’s 2019 report, this time sporting a comic book theme, hones in on some key contact center trends, including:

  • Contact Center Agent Engagement;
  • Voice-Powered Technology;
  • Artificial Intelligence in the Contact Center;
  • Social Media as a Contact Center Touchpoint, and more.

This white paper is a must-read for anyone looking to improve their call center and contact center offerings in the new year.


About Fonolo

Fonolo, the industry 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. Visit to learn how your call center can reduce abandonment rates, smooth out call volume spikes, and lower costs.


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