The top 3 call center trends for 2013 are: 1) Brand perception will be increasingly impacted by the role of mobility and social media as customers use these channels to share opinions and recommendations. 2) Social media will add pressure on call centers as customers use platforms like Twitter to discuss companies and products at least once a week. 3) Cloud computing adoption in call centers will continue growing, with 18% of call center seats projected to be in the cloud by the end of 2015.

1. Top 5 Call Center Trends for 2013
Jan. 31, 2013
2:00 PM ET
Shai Berger
Co-Founder & CEO
Fonolo

2. The 2013 Call Center Landscape

3. Brand Perception
The Role of
Mobility

7. Brand Perception
The Impact of
Social Media

8. Social Media Adds Pressure
At least once a week, active
Twitter users will…
33% Share opinions about
companies or products
32% Make recommendations
30% Ask for recommendations
Source: April 2010 study by ROI Research 8

10. Brand Perception
Call Centers in the
Cloud

11. 18%
of call center
seats will be
in the cloud
by the end of
2008 2015 2015

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FREE webinar to see the rest.
January 31, 2013
2:00 PM ET