2017 global contact center survey results - deloitte us · capabilities by 2019 of respondents from...

2017 Global Contact Center Survey results In Deloitte’s third survey of global contact centers since 2013, leaders representing over 450 contact centers weigh in on how their businesses will change in the coming years Key findings About Deloitte Deloitte refers to one or more of Deloitte Touche Tohmatsu Limited, a UK private company limited by guarantee (“DTTL”), its network of member firms, and their related entities. DTTL and each of its member firms are legally separate and independent entities. DTTL (also referred to as “Deloitte Global”) does not provide services to clients. In the United States, Deloitte refers to one or more of the US member firms of DTTL, their related entities that operate using the “Deloitte” name in the United States and their respective affiliates. Certain services may not be available to attest clients under the rules and regulations of public accounting. Please see www.deloitte.com/about to learn more about our global network of member firms. Copyright © 2017 Deloitte Development LLC. All rights reserved. 85% of organizations anticipate contacts will become more complex in the next 2 years 33% of contact centers plan to invest in robotics and process automation in the next two years 93% of C&IP executives expect their contact volume to remain constant or increase in the coming two years Only 3% of companies consider revenue to be a primary focus for their contact center when compared to revenue, cost and customer experience 66% of respondents recognize “Accuracy and quality of information” as the most important customer experience attribute for future interactions within contact centers, followed closely by “Ease of interaction” with 62% Social Media is expected to grow 120% to in next two years within E&R industry of FSI companies plan to have video chat capabilities by 2019 of respondents from LSHC believe that their contact complexity will continue to increase More than 80% of respondents state that improving customer experience is the most important strategic objective and driver of investment for contact centers 63% 53% 11% 46% 94% C R O S S - I N D U S T R Y / G L O B A L C R O S S - I N D U S T R Y / G L O B A L C R O S S - I N D U S T R Y / G L O B A L C R O S S - I N D U S T R Y / G L O B A L C O N S U M E R & I N D U S T R I A L P R O D U C T S F I N A N C I A L S E R V I C E S L I F E S C I E N C E & H E A L T H C A R E E N E R G Y & R E S O U R C E S of TMT Companies are planning to invest in Artificial Intelligence 56% T E C H N O L O G Y , M U L T I M E D I A & T E L E C O M M U N I C A T I O N S of Public Sector companies will be primarily focused on cost 40% P U B L I C S E C T O R Phone is expected to only account for of contacts in 2019 falling from 64% today of organizations expect to be using video chat in 2 years for an average of 8% of their interactions 47% Social Media will account for of total contact center contacts in 2019 9% 31% C R OS S - I N D U S T R Y / G L O B A L Source: 2017 Global Contact Center Survey of organizations are planning to invest in the expansion of their training programs of organizations are planning to implement or expand work from home programs or other flexible work arrangements

Upload: others

Post on 22-May-2020

3 views

Category:

Documents

0 download

Report

Download

Embed Size (px):

TRANSCRIPT

Page 1: 2017 global contact center survey results - Deloitte US · capabilities by 2019 of respondents from LSHC believe that their contact complexity will continue to increase More than

Key findings

About DeloitteDeloitte refers to one or more of Deloitte Touche Tohmatsu Limited, a UK private company limited by guarantee (“DTTL”), its network of member firms, and their related entities. DTTL and each of its member firms are legally separate and independent entities. DTTL (also referred to as “Deloitte Global”) does not provide services to clients. In the United States, Deloitte refers to one or more of the US member firms of DTTL, their related entities that operate using the “Deloitte” name in the United States and their respective affiliates. Certain services may not be available to attest clients under the rules and regulations of public accounting. Please see www.deloitte.com/about to learn more about our global network of member firms.

85% of organizations anticipate contacts will become more complex in the next 2 years

33% of contact centers plan

to invest in robotics and process automation in

the next two years

93% of C&IP executives

expect their contact volume

to remain constant or increase in the coming two years

Only 3% of companies consider revenue to be a primary focus for their contact center when compared torevenue, cost and customer experience

66% of respondents recognize “Accuracy and quality of information” as the most important customer experience attribute for future interactions within contact centers, followed closely by “Ease of interaction” with 62%

Social Media is expected togrow 120% to in next two years within E&R industry

of FSI companies plan to have video chat capabilities by 2019

of respondents from LSHC believe that their contact complexity will continue to increase

More than 80% of respondents state that improving customer experience is the most important strategic objective and driver of investment for contact centers

63%

53%

11%

46%94%

CROSS-INDUSTRY/GLOBAL

CON

SUM

ER & INDUSTRIAL PRODUCTS

FINANCIAL SERVICES

LIFE

SCIENCE & HEALTH CARE

ENERGY & RESOURCES