Centro de Documentación de Fundación MAPFRE - 2013 Global contact center survey results

MAP20140012596

2013 Global contact center survey results. — [S.l.] : Deloitte, 2013

Sumario: This survey focused on contact center industry leaders¿ perspectives on both current and forward-looking topics across the dimensions of contact center strategy, operations, people, and technology. Specifically, insights were obtained on contact center hot topics such as growth projections, customer experience drivers, location considerations, multi-channel focus areas, and organizational alignment.
The survey had nearly 300 responses representing over 560 contact centers and four continents. Survey respondents represented seven industries and included those with executive and/or operational responsibility for at least a portion of the contact center function within their respective organization

1. Call centers . 2. Servicio al cliente . 3. Organizaciones . 4. Nuevas tecnologías de la información . 5. Estrategia empresarial . 6. Organización interna . 7. Encuestas . 8. Estados Unidos . I. Deloitte .