Nowadays the technology have made a lots of improvement in the call center industry. Two of the major evolutions which have definitely improved the industry are Social media & Cloud technology.
Firstly, Social media helps to improve the customer service provided by the businesses in real time. It also helps you to be available to the customers 24*7 in order solve their problem. It goes a long way in creating brand awareness and customer engagement as the consumers know that customer support is just a click away.
Secondly, the cloud technology helps to do the business and other activities in a much simpler and cost-effective manner. Due to the presence of cloud technology, it have become easier to appoint individuals who can work from home as it give access even to the remote areas. It also helps to reduce the expenses as there are no upfront expenses, no infrastructure costs, no maintainence cost; all you ned is a cell phone/laptop to do your work. It is also very easy to monitor the work.
Hope it is helpful. :)