Top 8 Call Centre Trends 2012

The call center industry continues to evolve as it responds to changes in the global business environment. Economic pressures, new technologies, increased competition, and customer behaviour are all affecting the landscape.
Here are 8 call center trends to look out for in 2012:
1. Emotion Detection
2. The Cloud
3. Mobile
4. Scheduled Call-Backs
5. Voice of the Customer(VOC)
6. 360 View
7. Call Center Analytics
8. Agent Attrition

To read the full article written by Omar Zaibak, click here