Top 5 Call Center trends 2014

Top 5 Call Center trends 2014 1 Social Media Twitter and Facebook are becoming first-contact resolution. 2 The Cloud Migration 18% Call Center seats being cloud-based by 2015. 3 Voice of Customer Call centers are proactively capturing customer service feedback to adapt to changing customer preferences and expectations. Forrester Research predicts annual growth of about 20% in the coming years for VoC 4 The Smartphone revolution 37% of inbound customer service calls in North America by 2016. 4/5 Consumers already use mobile applications for customer service. 5 Voice Biometrics U.S. Call Centers spend over 12 Million each year verifying the identity of their customers. Tags: call center Cloud Migration mobile applications social media top 5 trends 2014 Smartphone