Deloitte Consulting’s 2013 Global Contact Center Survey Results
Webinar Content:
- A discussion on the “Top 10 Insights” from the survey and their implications on your contact center
- A review of the 2013 Global Contact Center Survey results and key insights across the categories of Geography, Organization & Scope, Operations, and Future Plans
- Open Q&A to discuss implications on considerations for your contact center and associated sourcing direction
Interesting info to entice participation:
- The survey had nearly 300 responses representing over 560 contact centers across 4 continents and 7 primary industries
- Discussion on contact center hot topics such as growth projections, customer experience drivers, location considerations, multi-channel focus areas, and organizational alignment
A deep dive into survey findings which support the following statements:
- Contact centers continue to grow – in size & strategic importance
- Location strategies continue to shift
- Volume is growing across all channels
- Customer experience is a competitive differentiator
Source: The Outsourcing Institute
