An article about contact center trends recently caught my eye. The article, found here at Nearshore Americas: The Eight Most Influential Contact Center Trends, hones in on eight contact center trends for 2014. However, I would like to focus on the six trends that I believe are most important.
The first trend in the article is fitting in the cloud. Many contact centers have already moved to the cloud by using software solutions, but most are still premise-based. The cloud provides huge advantages for contact centers including scalability and speed of deployment. Security and reliability were once liabilities, but are becoming stronger on the cloud. Small and medium sized businesses are expected to move to the cloud. However, as the article states, large outsourced call centers will probably not make the change just yet.