2013 Global Contact Center Survey

Results and key insights

​Contact centers continue to grow in size and strategic importance, creating a need for structured operations and processes and flexible technology to adapt to change. Deloitte Consulting LLP recently conducted a survey to help understand contact center industry leaders’ perspectives on both current and forward-looking topics across the dimensions of contact center strategy, operations, people, and technology.

Key insights

Key insights from the 2013 Contact Center Survey:

  • 36% of organizations are actively or planning to relocate contact center facilities
  • 77% of contact centers expect to maintain or grow in size in the next 12-24 months
  • All contact channels expect volume growth in the next 12-24 months, with Email (46%) and Social Media (38%) anticipating the largest growth
  • 62% of organizations view customer experience provided through contact centers as a competitive differentiator
  • 92% of organizations that view customer experience as a differentiator offer multiple contact channels
Learn more about 2013 Global contact center survey results
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