Key Contact Center Trends
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Key Contact Center Trends and Priorities for the Upcoming Year
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- 1. Key Contact Center Trends and Priorities for the Upcoming
Year Major Move to the Cloud Contact Center agent positions in the
cloud are expected to grow 18.7 percent in 2013 while
Premises-based agent positions are expected to only grow 2.0
percent in 20132 Actual deployment of business communications
applications to the cloud has grown to 30%1 What plans do you have
to move your contact center to the cloud?3 Have already moved some
portion of our contact center to the cloud Investigating options
for moving our contact center to the cloud 28.8% 24% Have defined
plans to move our contact center to the cloud 7.2% livering ules of
De s4 Three R xperience chpoint E Cross-Tou No plans or current
consideration to move our contact center to the cloud 39.8% The
Importance of Mapping the Customer Journey Looking after the
Breadcrumbs5 one please every : Dont tr y to point Rule 1 ot the
touch e journey, n timize th Rule 2: Op ns the transitio 3: Manage
Rule Social In person www Web Mobile Contact Center Mobile Customer
Service Which group within your organization is responsible for
deploying mobile customer service applications?7 Mobile teams are
growing. The web team eBusinesses have on average 10.4 people
devoted to mobile versus 5.8 one year ago.6 11.6% The contact
center/customer care team 5.6% IT organization Social as the Newest
Media Type of business tech buyers engage in some form of social
activity for work purposes8 40.4% Other 11.8% Undefined/unclear
30.3% Click here to listen to the full web event recording 1:
Source: IDG Research, July 2012 2: Source: Global In-House Contact
Center Market Forecast: 2011-2016, Ovum, December 9, 2011 3:
Source: Online Polling Results, Interactive Intelligence, January
29, 2013 4: Source: Managing The Cross-Touchpoint Customer Journey,
Forrester Research, Inc., December 3, 2012 5: Source: Design Your
Contact Center From the Outside In, Forrester Research, Inc.
webinar, September 13, 2012 6: Source: Strategic Staffing for
Mobile eBusiness, Forrester Research, Inc., May 9, 2012 7: Source:
Online Polling Results, Interactive Intelligence, January 29, 2013
8: Source: 2012 Social Technographics Of Your B2B Community
Prospects, Forrester Research, Inc., September 5, 2012.