The call center is headed for major disruption. From smartphones to social media to the cloud, there are epic forces coming together to change an industry that has been relatively stagnant for the past decade. Since the call center is at its heart, the broader field of customer service will also be drastically impacted.
If you care about this topic, we sourced the top 12 analysts you should follow (in alphabetical order):
- Jon Arnold
- Keith Dawson
- Daniel Hong
- Ian Jacobs
- Nancy Jamison
- David Kraus
- Irwin Lazar
- Kate Leggett
- Michael Maoz
- Sheila McGee-Smith
- Dan Miller
- Art Schoeller
