CATA CEO, John Reid interviews Tariq Habib, Group CEO, VoiceTrust, about some of the trends shaping the call center industry with a view to helping organizations create a more effective customer experience strategy.
Call centers are going through an exciting transformation driven by new technologies and evolving consumer demands. This creates interesting opportunities and challenges for customer service managers.
Social media is amplifying the impact of positive and negative call center experiences, with 16% of callers voicing complaints through Twitter and other social websites.
++ Action Item: For more background and guidance on these issues VoiceTrust has made four white papers available at: http://www.voicetrust.com/resources/#whitepapr