In the movie "Outsourced," a call center manager named Todd is asked to train his replacement as his company moves its call center from Seattle to Mumbai. Throughout the movie, his singular focus shifts from reducing the team's "minutes per incident" to building a strong team culture that makes employees happier and more productive (not to mention funnier!). It's a great movie but one that hasn't quite stood the test of time. Today, the best way to save money is not by outsourcing, but by moving customer service operations and infrastructure to the cloud. This reduces the time and cost of setting up and running a service desk while providing built-in artificial intelligence (AI) and a great agent workspace experience.

A new trend emerges in every industry yearly. In the BPO industry, for instance, the artificial intelligence or AI got the center stage. Experts even believed that it is going to be the next big thing -- and it is quickly happening in the present. For this year, there are also trends in the call center industry. Most of them talk about the different ways to appease consumers and clients. What we are going to list down is more on the technology side.

Consumers loath the automated enterprise call center. Nothing is more frustrating than yelling into a phone at an interactive voice recognition (IVR) system that just doesn't seem to understand what you need. But few realize most enterprises aren't fans of current automated call center solutions either, often complaining that the technologies are complicated, expensive and frustrating for users. Part of the issue is call center technology has evolved slowly. Today, nearly 80% of the call center market is still on premise, according to Talkdesk.