{
  "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": 11,
  "pageCount": 29,
  "prevPage": 10,
  "nextPage": 12,
  "slideType": "kpi_dashboard",
  "function": "analyze_data",
  "density": "overcrowded",
  "nDataPoints": 17,
  "notes": null,
  "elementsJson": [
    "bar_chart_vertical",
    "bar_chart_horizontal",
    "bullet_list"
  ],
  "metadataConfidence": 1,
  "imagePath": null,
  "slideHref": "/slides/019dd923-5de0-76bd-a16b-0ea49d021bbe/11",
  "deckHref": "/decks/019dd923-5de0-76bd-a16b-0ea49d021bbe",
  "deckJsonHref": "/decks/019dd923-5de0-76bd-a16b-0ea49d021bbe.json",
  "deckAnchorHref": "/decks/019dd923-5de0-76bd-a16b-0ea49d021bbe#slide-11",
  "components": [
    {
      "bbox": null,
      "kind": "callout",
      "text": "63% of contact centers are currently facing a staffing shortage.",
      "attrs": null,
      "subkind": null,
      "toolName": "Visual emphasis",
      "toolSlug": "visual-emphasis",
      "confidence": null,
      "componentId": "019dd952-0491-71ac-9dbc-a1dcbb08b5a9",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.35,
        "w": 0.3,
        "x": 0.15,
        "y": 0.25
      },
      "kind": "chart",
      "text": "WFH Program - In office activities",
      "attrs": null,
      "subkind": "bar-horizontal",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "6290f498-5e8e-498b-b9e7-26581564e00f",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.35,
        "w": 0.38,
        "x": 0.58,
        "y": 0.25
      },
      "kind": "chart",
      "text": "Staffing shortage and corrective measures",
      "attrs": null,
      "subkind": "bar-horizontal",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "a476892a-c374-4638-abaa-2c2cbe6a869d",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.35,
        "w": 0.12,
        "x": 0.05,
        "y": 0.25
      },
      "kind": "chart",
      "text": "Do you have a work from home program?",
      "attrs": null,
      "subkind": "bar-vertical",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "38641d47-7529-4c62-a67b-e21f4f23cd4f",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.35,
        "w": 0.12,
        "x": 0.48,
        "y": 0.25
      },
      "kind": "chart",
      "text": "Are you currently experiencing a staffing shortage due to an increase in turnover and/or an inability to hire?",
      "attrs": null,
      "subkind": "bar-vertical",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "fd3fe0a3-a384-4727-9db6-dec4f3948aee",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.2,
        "w": 0.45,
        "x": 0.03,
        "y": 0.73
      },
      "kind": "list",
      "text": "69% of contact centers have a work from home program; The number is expected increase to 73% in 2 years; Contact centers that have a WFH program and capitalize on onsite gatherings mention training and culture events are generally conducted in person; 24% of respondents do not perform any training/ coaching/events/hiring/tech support related activities in person, working in a wholly virtual environment",
      "attrs": null,
      "subkind": "bullet",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "62d393b6-5ebf-450c-8ada-97717f70bdb6",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.2,
        "w": 0.45,
        "x": 0.51,
        "y": 0.73
      },
      "kind": "list",
      "text": "63% of contact centers are currently facing a staffing shortage; 64% of such contact centers are implementing at least three of the eight corrective measures listed with salary adjustments, developing career paths and deploying additional self-service capabilities leading their efforts",
      "attrs": null,
      "subkind": "bullet",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "e083b563-4fbf-4718-83cf-034b4e1761ee",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": null,
      "kind": "metric",
      "text": "Percentage of contact centers: 69%",
      "attrs": null,
      "subkind": "primary",
      "toolName": "Quantification",
      "toolSlug": "quantification",
      "confidence": null,
      "componentId": "019dd952-0491-71ac-9dbc-a752fbfc889a",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.04,
        "w": 0.35,
        "x": 0.03,
        "y": 0.06
      },
      "kind": "title",
      "text": "Global Themes - Talent Initiatives",
      "attrs": null,
      "subkind": "headline",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "ce6a6d01-d731-4735-aac9-7ac51b2c1627",
      "frameworkName": null,
      "frameworkSlug": null
    }
  ],
  "metrics": [],
  "tools": [
    {
      "name": "Annotation",
      "slug": "annotation",
      "agent": "Designer",
      "layer": "slide",
      "matchId": "019deab8-580b-746e-890d-094ce390b2e3",
      "evidence": "Callout: '63% facing staffing shortage' anchors the chart.",
      "confidence": 80
    },
    {
      "name": "Von Restorff Effect",
      "slug": "von-restorff-effect",
      "agent": "Designer",
      "layer": "slide",
      "matchId": "019deab8-582d-7498-a25a-1c38bdbe790c",
      "evidence": "Standout statistic in callout draws focus.",
      "confidence": 60
    }
  ],
  "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
}