Toronto, ON—January, 12, 2016—A new whitepaper issued by Fonolo, the pioneer in cloud-based call-back solutions for the contact center, explores the “Top 9 Call Center Trends for 2016.” The paper names mobile, social media and self-service, among others, as top trends predicted to impact the contact center space.
Today, customers can communicate through a number of channels: Web, chat, phone, email, and text, each of which need to support a positive experience. Even though 95% of consumers use more than one channel, 65% of them are frustrated with the experience. It’s clear that call centers have plenty of room for improvement.
This whitepaper provides insight into:
- Innovations in mobile customer experience
- Social media as a hub for customer service
- How to deploy a self-service experience
It further details the key call center trends being predicted this year.
“The cost of poor customer service is over $41 billion per year. With the ongoing changes in technology and consumer demands, it can be very difficult for businesses to keep up,” said Fonolo’s Director of Marketing, Daniela Puzzo. “This whitepaper will point customer relationship managers in the right direction so they can stay ahead of the competition.”
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 fonolo.com.