The Changing Face of the Contact Centre 18 th September 2013 How is your contact centre changing? How do your tenants communicate with you? Current communication challenges? How are you connected to the internet? By end of 2013, there will be more internet connected mobile devices than humans; equal to 7billion! Mobile video currently makes up half of data transmitted worldwide increasing to will be two thirds by 2017 How do you use video? Zero usage in 2003 increased to 59million concurrent users in 2013 Average 7 minutes per day on Skype International Skype to Skype voice and video traffic grew 44% in 2012 to 167billion minutes - more than twice the growth of all international carriers in the world combined. How doand web chat work for you? 17% of interactions in UK Contact Centres were, web chat or social media 2012 Considering social mining? Harnessing social media: Identity & Reputation Management Internal & External Communication Tenant & Customer Feedback Market Research Networking An internet minute... Future of Contact Centre Video Remote workingWeb chat Social media