{
  "docId": "019dd923-5de0-76bd-a16b-0ea49d021bbe",
  "docSlug": "148a062f7e47b0b5",
  "documentTitle": "Trends &amp; AI in the Contact Center",
  "authorId": "Deloitte",
  "authorName": "Deloitte",
  "documentKindSlug": "consulting-deck",
  "documentKindLabel": "Consulting deck",
  "sourceTypeSlug": "strategy_consulting",
  "sourceTypeLabel": "Strategy consulting",
  "presentationDate": null,
  "orientation": "landscape",
  "aspectRatio": 1.778,
  "pageNumber": 10,
  "pageCount": 29,
  "prevPage": 9,
  "nextPage": 11,
  "slideType": "cover",
  "function": "front_matter",
  "density": "sparse",
  "nDataPoints": 0,
  "notes": null,
  "elementsJson": [
    "headline_text",
    "photo"
  ],
  "metadataConfidence": 1,
  "imagePath": null,
  "slideHref": "/slides/019dd923-5de0-76bd-a16b-0ea49d021bbe/10",
  "deckHref": "/decks/019dd923-5de0-76bd-a16b-0ea49d021bbe",
  "deckJsonHref": "/decks/019dd923-5de0-76bd-a16b-0ea49d021bbe.json",
  "deckAnchorHref": "/decks/019dd923-5de0-76bd-a16b-0ea49d021bbe#slide-10",
  "components": [
    {
      "bbox": {
        "h": 0.9,
        "w": 0.4,
        "x": 0.55,
        "y": 0.1
      },
      "kind": "image",
      "text": null,
      "attrs": null,
      "subkind": "illustration",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "d3900d61-04c9-4133-bc57-b65407362cd5",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.15,
        "w": 0.4,
        "x": 0.05,
        "y": 0.3
      },
      "kind": "title",
      "text": "2023 Global Contact Center Survey",
      "attrs": null,
      "subkind": "headline",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "5b991dde-1e90-4e72-a24a-f2248ad3ce92",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.1,
        "w": 0.3,
        "x": 0.05,
        "y": 0.45
      },
      "kind": "title",
      "text": "Global Themes - Talent Initiatives",
      "attrs": null,
      "subkind": "subtitle",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "ddd11531-5418-434a-9b18-4f0901dc5941",
      "frameworkName": null,
      "frameworkSlug": null
    }
  ],
  "metrics": [],
  "tools": [],
  "frameworks": [],
  "arcBeats": [
    {
      "to": 13,
      "from": 5,
      "beatId": "019deab8-538d-7649-ba67-166b426e0dc2",
      "arcName": "The Consultant's Gambit",
      "arcSlug": "consultants-gambit",
      "beatName": "Problem & Complication",
      "beatSlug": null,
      "evidence": "Both/And imperative (p5) + three theme dives showing challenges (p7-13).",
      "position": 2,
      "confidence": 88,
      "parentBeatName": null,
      "parentBeatSlug": null
    },
    {
      "to": 13,
      "from": 3,
      "beatId": "019deab8-5448-77a0-9a27-3fbfe872bd29",
      "arcName": "The Triple Take",
      "arcSlug": "triple-take",
      "beatName": "The Facts (What)",
      "beatSlug": null,
      "evidence": "Survey statistics across three theme columns.",
      "position": 1,
      "confidence": 55,
      "parentBeatName": null,
      "parentBeatSlug": null
    }
  ],
  "loops": [
    {
      "to": 13,
      "from": 8,
      "name": "Mece Breakdown",
      "slug": "40-mece-breakdown",
      "bestFor": "Problem structuring, ensuring completeness, strategic analysis",
      "matchId": "019deab8-54e0-7069-9cff-012f4cb526ee",
      "evidence": "Channel Orchestration (p8-9), Talent (p10-11), Cognitive Tech (p12-13) - non-overlapping.",
      "position": 2,
      "objective": "Deep-dive each of three pillars with survey data",
      "structure": "The Whole -> Category A (distinct) -> Category B (distinct) -> Category C (distinct) -> Complete Coverage",
      "confidence": 82,
      "description": "Divide a complex topic into mutually exclusive, collectively exhaustive categories"
    }
  ],
  "imagePathAlt": null,
  "thumbSrc": null,
  "thumbSrcAlt": null,
  "locked": true
}