"To be successful in 2012, companies must transform themselves into social enterprises that can meet the challenge of today’s social revolution and delight their customers. To do so, companies will need to embrace social enterprise technologies, which leverage social, mobile and open cloud computing technologies to revolutionize companies’ relationships with their customers."

"I think that the industry is moving in a positive way, and will be using 2012 to help regain some creditably as it works to prevent negative news headlines like those we have seen in 2011."

"We will have to see if any general economic developments will impact us during the year – maybe this will be an even harder task for all companies dealing in many European languages and nations. It might be that, in hindsight, 2012 will be the year in which pan-European solutions step back behind a two-language (for example, German-English) austerity."

"The industry will grow as the economy stregthens"

"I believe 2012 will be relatively stable with cost issues beginning to play a bigger part in decisions and service delivery"

"Positive change"

"pretty much explained it above in the other questions."

"I believe 2012 will be a great year for the contact center industry. I believe it will be a year filled with growth and consolidation, meaning those organisations who have laid the foundation will most likely set their sites on growing their customer base while others will focus all of their attention on consolidating their available resources to address the more fundamental aspects of their center. All in all I believe 2012 will be a great year for the industry."

"The industry will continue to “do more with less” as work volumes continue to grow and management continue to put pressure on budgets. Service centres will be asked to cut their cost bases through improved productivity, increase automation or more effective processes whilst sales centres will be asked to generate higher revenues. As centres increasingly become the link between and organisation and its customer base they will have a greater voice across the organisation particularly in areas that directly affect the customer i.e. marketing, retail networks, distribution etc.

A centre manager’s role will become more strategic as they identify what functions the centre performs and how it interacts with the rest of the business while the day to day operations being managed by Operation managers.

Centre will make a greater use of technology as the more simple interactions are automated and centre staff will be called upon to handle the more complex calls or those that directly result in sales

Customer satisfaction will continue to be the main driver with other service measurements such as Net Promoter Score and Customer Effort becoming more prevalent

Recruiting good quality staff maybe an issue with a skills shortage approaching so centres will look to reduce their attrition and find alternative ways of attracting staff to the centre. Centres will also become recruitment portals for the rest of the business.

Overall the industry will continue to grow and add value to the business
"

"I think 2012 is going to be a great year for contact centers."

"This is going to be good in 2012 as things are going to change though there is recession right now across the globe and this will improve from March 2012 onwards."

"2012 is looking like a great year for the on-shore contact center industry and the consumer."

"2012 will put the industry under massive pressure as the challenge of delivering a customer experience with become harder for those companies that don't start experimenting with cloud technologies."