An article by Omar Zaibak, Head of Marketing at VoiceTrust specializing in B2B demand generation, talks about the latest trends of the call center industry which will help to improve customer experience. Some of them are – Social Media, Voice of the Customer, Cloud Migration, Voice Biometrics.

For more Information please follow

http://www.voicetrust.com/blog/top-10-call-center-trends-2014/

Social media is a platform where people can create, share or exchange information and ideas through interaction. The rise of Big Data has prompted many organizations to utilize data analysis for making marketing decisions .Social media is an important way to track  vast amount of data. Organizations are now developing tools intended for this purpose.

 Some of the trending social media analytics tools are:

1. Social Report.

2. Social Mention.

3. Simply Measured.

4. Cyfe.

5. Sprout Social.

6. SumAll.

To read more, visit the following link:

http://www.practicalecommerce.com/articles/65195-6-Social-Media-Analytics-Tools-for-Merchants

Seeking customer feedback is an important part of any company or organization to ensure that their products remain in line with what the customer wants. Its nothing but adhering to 'Customer Is King' principle. As business world is becoming bigger and bigger, companies are coming out with more and more new products, it is very important to hear the 'voice of the customers (VoC)' to stay ahead of the competition. Not only this, by gathering customer feedback, companies can bring in new innovations in their products.

Tom Christenson, President of Contact Center Solutions, CGS (a global provider of technology-enabled business solutions), talks about why and how social media can be used with call centers to improve customer services.