Dimension Data Contact Center Infographic

contact centres
go digital... or die

customers are more informed

the once passive customer is now active in driving changes in customer service, and the contact centre
customer experience is #1
strategic performance measure for contact centres
75%
see customer
service as a competitive differentiator
Yet customer
satisfaction down 4 years running

customers want omnichannel experience
74%
of contact centres 87% see non-voice interactions
42% see phone interactions
see overall interactions increasing
only 35% of agents are skilled across both voice and non-voice
platforms
contact centres will manage more digital
contacts than voice within two years
biggest change in industry in 30 years!
social media & web chat
#1 choice for Gen Y

6/10
yet contact centres have no social media capability

digital channel capability will grow.

2015 33% 70% 2016
26% 54%
2015 2016
web chat smart apps

contact centres should offer
omnichannel choice
apps
phone
social
frictionless experience
web

in-channel query resolution
easy channel hopping
analytics

Will do most to reshape industry in next 5 years

contact centres are hubs of customer info

Will drive personalised approaches &
channel strategies based on interaction value
yet .

40%
52%
61%
of contact centres have no data analytics tools
don’t share customer intelligence across the organisation
of core analytics systems not integrated across the organisation

customer journey analysis:
Enables channel-routing intelligence
Improves customer satisfaction
Drives up revenue
technology for the omnichannel world
customer demand for emerging channels and integration of those channels
more channels = Dificult to:
• introduce new technology
more complexity
• integrate multiple systems • get single view of customer

current technology won’t deliver
up to 40% Nearly 80%say
say IT doesn’t meet
current needs
current systems won’t meet future needs
rising IT dependency is driving

cloud hybrid ownership
89%23%
agree cloud has reduced costs;
88%drop in direct ownership models
34%
say cloud offers access to new functionality
planning for hosted solution

Industry at a tipping point, but remember .

Ease of resolution ranks #1 in driving customer satisfaction
Contact choice important, but less so than ability to resolve enquiry

1990s
2000s
Call centre
replaces
Contact centre
broadening
channel access
2010s
2015
Multiple channels available but little integration
Omnichannel
access & integration

In the next two years
digital channels will be
#1 choice

Where will your customers take you next?
Order Dimension Data’s 2015 Global Contact Centre Benchmarking Report for insight into multichannel
interactions and customer management within the contact centre.
#CCBenchmarking
Supported by over 30 leading industry associations | 18 years of trends,
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