Call centre trends for 2011

Maybe not in twelve months, but there will be a fundamental change in the way they operate. They can't continue to offer simply a phone line to communicate on anymore. Slowly but surely you will see them start to adapt to the multi media world that we now live in. Something like 70% of all customer service centres still only take calls. This will change as the business case is very clear and its what customers will be demanding.
A call centre agent needs to be multi skilled, they should be handling, calls, emails, IM's, and even for some acting on information passed to them via social media gateways.

Jason