Key Contact Center Trends and Priorities for 2013 - Interactive Intelligence

Key Contact Center Trends and Priorities for the Upcoming Year INTERACTIVE INTELLIGENCE Deliberately Innovative Major Move to the Cloud Contact Center agent positions in the cloud are 430% 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%' 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 24% 28.8% Have defined plans to move our contact center to the cloud No plans or current consideration to move our contact center to the cloud 7.2% 39.8% The Importance of Mapping the Customer Journey Three Rules of Delivering Cross-Touchpoint Experiences Looking after the Breadcrumbs Rule 1: Don't try to please everyone You In Tube Rule 2: Optimize the journey, not the touchpoint Rule 3: Manage the transitions Social In person Mobile www Web Contact Center Which group within your organization is responsible for deploying mobile customer service applications?" Mobile Customer Service Mobile teams are growing. The web team 11.6% eBusinesses have on average 10.4 people devoted to mobile versus 5.8 one year ago. The contact center/customer care team 5.6% IT organization 40.4% Social as the Other Newest Media Type 11.8% of business tech buyers engage in some 81% form of social activity for work purposes 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.