Top 5 Call Center Trends for 2013

Shai BergerCo-Founder & CEO Fonolo

Jan. 31, 20132:00 PM ET

The 2013 Call Center Landscape

Brand PerceptionThe Role ofMobility

Brand PerceptionThe Impact ofSocial Media

8

Social Media Adds Pressure

Source: April 2010 study by ROI Research

At least once a week, active Twitter users will…

Share opinions about companies or products33%

Make recommendations32%

Ask for recommendations30%

Brand PerceptionCall Centers in theCloud

18% of call center seats will be in the cloud

by the end of 20152008 2015

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January 31, 20132:00 PM ET