Customer connection channels continue to develop, with email and live chat becoming part of the mix. Social networking technologies, such as Twitter and Facebook, allow companies to monitor customer opinions and respond. Information gathered about customers in Call Centers has become an integral part of companies’ customer relationship management (CRM) systems.
New technologies, such as speech recognition, natural language processing and text mining, are now in wide use. Software allows a “universal queue” that sorts communication across all contact mediums. “Virtual” call centers have begun to emerge: customer contacts are managed outside the company by a vendor. Technology also permits the decentralization of Call Center workers, which allows them to work from home (or from other remote locations).