Key Contact Center Trends and Priorities for the Upcoming Year

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
: Don’t 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%
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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.