1. The Changing Face of the Contact Centre 18 th September 2013

2. How is your contact centre changing?

3. How do your tenants communicate with you?

4. Current communication challenges?

5. How are you connected to the internet? By end of 2013, there will be more internet connected mobile devices than humans; equal to 7billion! Mobile video currently makes up half of data transmitted worldwide – increasing to will be two thirds by 2017

6. How do you use video? Zero usage in 2003 increased to 59million concurrent users in 2013 Average 7 minutes per day on Skype International Skype to Skype voice and video traffic grew 44% in 2012 to 167billion minutes - more than twice the growth of all international carriers in the world combined.

7. How do email and web chat work for you? 17% of interactions in UK Contact Centres were email, web chat or social media 2012

8. Considering social mining? Harnessing social media: – Identity & Reputation Management – Internal & External Communication – Tenant & Customer Feedback – Market Research – Networking

9. An internet minute...

10. Future of Contact Centre Video Remote working Email Web chat Social media