Fonolo’s New Whitepaper Reveals the Top CX Trends in 2017

January 11, 2017

Toronto, ON — January, 11, 2017 — A new whitepaper issued by Fonolo, the pioneer in cloud-based call-back solutions for the contact center, explores the “10 Leading Customer Experience Trends for 2017”. The report names chatbots, virtual assistants and self-service tools, as among the top trends that will impact the customer experience this year.

96 percent of customers who have to exert a high level of effort when dealing with a business are reportedly disloyal. This report will help business leaders understand the importance of clearly defined support channels, and how to refine the omni-channel customer experience.

Additionally, this whitepaper provides insight into:

  • Proper use cases for chatbot support
  • Virtual assistants as a tool for customer service
  • How to escalate from online channels to the voice channel
  • The role humans will have on the customer experience

The paper further considers emerging trends that have been predicted to take the customer experience by storm in the not too distant future.

“We’re in the middle of what many people are calling the ‘Age of the Customer’,” said Fonolo’s Director of Marketing, Daniela Puzzo. “Customers expect consistent experiences across different channels and will go elsewhere if businesses can’t provide that.”

For more ideas on how to improve operations, join Fonolo and the Greater Toronto Area Contact Centre Association (GTACC) on January 26th at 2PM ET, for a webinar discussing “4 Practical Ways to Drive Agent Engagement”.



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. Learn more at

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