Prediction of seven development trends of call cen

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Prediction of seven development trends of call centers in 2012

ctiforum news on February 9 (compiler/Liu Yu): the recent network survey sponsored by interactive intelligence revealed the main development trends of call centers in 2012

this network survey attracted more than 2300 people to participate. Through the collation and research of many industry experts, the following seven main development trends were identified in the call in 2012:

refocus on customer experience

the impact of social media

the evolution of end devices

Joe staples, senior vice president of interactive intelligence, discussed the popularity of cloud computing solutions at the conference

staples means: "As a supplier, we can successfully solve the security, reliability and control problems that customers are most concerned about. No wonder, cloud based solutions continue to grow. In fact, analysts predict that in the next three to five years, compared with location-based solutions, the market for cloud based call center solutions will grow by about 18% and the construction area will increase to 20%, which is a relatively low figure , maybe higher

during the last survey, the results of audience voting showed that 58% of people have completely migrated their call centers to the cloud, or some people are also considering doing so

another trend - social media - has also produced interesting findings. When asked, "how do you use social media?" 45.5% said they used it to listen to customers' reactions to their brands. 35.9% said they used social media to provide customer support, 32.9% said they used its leadership, about 24% said they did not use social media, and about 23% of the respondents said they used it to promote internal collaboration

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