Deloitte Consulting’s 2013 Global Contact Center Survey Results

Deloitte Consulting’s 2013 Global Contact Center Survey Results
Start: June 13, 2013 2:00 pm
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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


CATEGORY: Events, Webinars

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