As 2012 has come to a close, it seems to be that time of year again when it makes sense to throw out on the table what I am seeing in the market for this coming year and what technologies in customer service seem to be on the Wish List of most service leaders. So here is my 2013 list of technologies that consistently are bubbling to the top of the conversations I am having with leaders:
1. Multi-Channel Consolidation
2. Virtual Assistant Technology
3. Mobile Customer Service
4. Communities and Social Listening
5. Analytics Tools
Over the coming week or so, I will break down each of these areas and talk about a few players in that market and what I am hearing from leaders about why that specific area seems to be on the Wish List.
Check back soon.....
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