The world of call center outsourcing services is always evolving. Everyone is looking to find new ways to improve the way call center operates. Cloud-based call centers, Omni channel call centers, AI-based call centers; there is an endless supply of buzz words around Internet with claims that range from believable to extraordinarily farfetched. But, for those who are actually looking to enhance the quality of their already-operational call centers, the situation is not amusing and hence, needs to be dissected. So, below is an analysis that tries to paint the true picture of current trends. Analyzing the Popular Trends Call center analytics : The analysis must start from the real difference maker – Analytics. Call center analytics have been part of operations for long but they have evolved considerably over the last few years. In the past, call center managers used to analyze the reports generated every month to understand how customers were responding to the services de
