Which technologies do you think will kill the call center?

Talking to a customer support agent by phone is by far the quickest way to get an issue resolved. However Some prefer speaking to real people while others don't. Support via email and social media has gotten better over time but I don’t think technology can take over call centers fully.

i believe that human to human interaction through voice can hardly be replaced, so simply call centers is one of the strength points of companies

Very good Q!

If the objective of the 'Call Centre' is achived by another mean/technology obviously it will replace 'Call Centre'.

• Self service portals accessible through Net / Mobile Apps
  • No need to dial call centre, online form fillup/ FAQ section/ Online assistance
  • Easy to access through Mobile Apps.
• Integrated service / Kiosk
  • The integrated service provider like ATM machine where all financial services with multiple bank can provide service rather calling to Bank Call Centre
  • For specilized service a Kiosk can be placed to serve same like vending machine

Technology is killed by technology it self.  one of the examples if the  booming of a custumer freindly and free websites ,caused call center services decline 

None. Any business with any kind of scale needs customer services agents to talk to customers. And because of the issues to do with scale it is probable that call centres will continue to exist, in some shape or form, from here until eternity. A horrific thought, given that most call centres are so badly run that it's amazing these firms stay in business.There are all kinds of online customer services tools that can be used to enhance the customer experience, to help people self-serve, and to help customer services agents to better deal with queries

Interacting with customers over the phone for the past10 yrars  and face to face5 years before that what I understand is human beings always prefer a human voice to an automated system . Customers always choose the option to speak to a rep when they can get the information from the automated system. Also many elderly non tech savvy customers have problems with working with websites.

Let me add some times a call center rep has to take REMOTE ACCESS OF THE CUSTOEMR SCREEN OF THE CUSTOEMR TO HELP HIM SHOW HOW TO GET ON THE OPTION IN THE WEBSITE.

So I think as per as trouble shooting for computers , printers and Internet Service provider (ISP) is concerned I think dependency on TECHNICAL HELPDESKS WILL CONTENUE.

Also in financial services whan u need advice about the best investment option even an interactive site would not do.

Let me give an example. When a customer is unable to send a fax from the printer ( the rep has to trouble shoot over the type of cable used , about the presence of an answering machine in the phone, after how many beeps the fax machine is supposed to pick up a call in a SHARED TELEPHONE line etc.

So I think the need for call centers would always be there in the near future.

Business process outsourcing or call centers plays a big role in any industry. But with the recent innovations through social media and smart phones downloadable applications, the call center industry may find this as one of the threats that could replace them. The BPO industry should continue to evolve in terms of faster customer service that would enable them to be on top of mind to every client who needs to be serviced through human interaction.

I think call centers are just a shortcut for reading or looking for answers on your own. In fact some of call center agents does not know what you are asking to them or you are even knowlegeable than them. A big database of what to do might eliminate call centers. Also, well educated community won't need call centers.

We can find our technical answers on internet,

Call centers cannot fully resolve the problem but from Internet we can get the support.

 I believe that new technologies actually make the contact center more important than ever trougt innovation 

Social media will kill the call center.