Reducing cost to serve / Identifying opportunities through sales triggers (BUSINESS) Do you have strategies in place to identify ways to reduce cost to serve? Do you have defined processes in place enabling agents to identify opportunities through sales triggers? 9.4% 22.6% Demonstrating this transition is the 22% increase this year in the number of centres that have processes and systems in place to identify sales opportunities during a call into a contact centre. There is also a 9.4% increase year on year in the number of organisations that have a strategy in place to reduce the cost to serve customers. ALSO: “More and more companies are recognising the key role that the contact centre can play in creating value for the business. And contact centres are focused on driving costs down at the same time, as evidenced by the 66% of centres with a strategy in place to cut costs of serving customers”.

Top trends affecting contact centres (CONSUMER) Which of the following market trends are the top three affecting the contact centre participating in the survey? (Overall) Percentage of contact centres | n = 303 Slide for: Increase in focus on CLTV from 5th to 3rd place overall and focus on self service and process optimisation

Top technology trends in contact centres (TECHNOLOGY) What are the three most important technology trends your contact centre is currently experiencing? (Overall) Percentage of contact centres | n = 194 This number one trend represents a shift away from questioning the validity of IP, as was the case a few years ago. IP ticks the boxes when it comes to availability and business continuity – still top priority factors for businesses as they focus on integrating their centres into the rest of the business.” Companies are focused on simplifying their technology infrastructures to better integrate their contact centres into the rest of the business and reduce overall costs