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 : Dont 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% 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.