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市場調查報告書

歐洲企業的優先課題

Enterprise Priorities in Europe

出版商 Frost & Sullivan 商品編碼 306980
出版日期 內容資訊 英文 62 Pages
商品交期: 最快1-2個工作天內
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歐洲企業的優先課題 Enterprise Priorities in Europe
出版日期: 2014年06月26日 內容資訊: 英文 62 Pages
簡介

整體上,行動應用程式和社群媒體,網路服務,還有聊天的使用率增加,同時,LiveAgent語音和電子郵件的使用率下降。現在,全客服中心裡的25%,自家公司持有的聯繫流通管道全部整合化,這個比率,預計2016年達到50%。還有,自動化客戶交互作用的採用率預計從2014年的41%增加到2016年的58%。

本報告提供歐洲的客服中心的多通路客戶聯繫的目前使用情形及未來的適應度詳查。

第1章 背景調查、目的,及調查手法

第2章 摘要整理

第3章 客戶交互作用、流通管道

  • 顯示高成長的客戶交互作用、流通管道
  • 各種客戶交互作用、流通管道的市場佔有率增減
  • 現在及未來客戶交互作用、流通管道
  • 各國中的目前客戶交互作用、流通管道
  • 各客服中心規模中的目前客戶交互作用、流通管道
  • 各業界中的目前客戶交互作用、流通管道
  • 各國裡中的未來客戶交互作用、流通管道
  • 各客服中心規模中的未來客戶交互作用、流通管道
  • 各業界中的未來客戶交互作用、流通管道

第4章 客戶聯繫全面流通管道的整合化

  • 聯繫流通管道的現在及未來的整合化
  • 聯繫流通管道的現在的整合化
  • 聯繫流通管道的未來的整合化

第5章 自動化的普及

  • 現在及未來的全自動化的普及度

第6章 自動語音應答的語音辨識的普及度

  • 活用語音辨識的自動語音應答的現在及未來的普及度

第7章 在推動客戶方向的客戶交互作用的未來

  • 推動客戶的方向的客戶交互作用預測的變化
  • 在主動性顧客服務中推動客戶的方向的客戶交互作用預測的變化
  • 在銷售及行銷中推動客戶的方向的客戶交互作用預測的變化
  • 在收款業務中推動客戶的方向的客戶交互作用預測的變化

第8章 通社群媒體的客戶聯繫策略

  • 透過社群媒體的客戶聯繫策略在目前及未來發揮的能力
  • 透過社群媒體的客戶聯繫策略在目前發揮的能力
  • 透過社群媒體的客戶聯繫策略在未來發揮的能力

第9章 通行動通訊的客戶聯繫策略

  • 通行動通訊的客戶聯繫策略現在能及未來發揮的能力
  • 通行動通訊的客戶聯繫策略現在能發揮的能力
  • 通行動通訊的客戶聯繫策略能未來發揮的能力

第10章 阻礙多通路客戶客服中心目標的潛在要素

  • 各國中的潛在阻礙因素
  • 各客服中心規模中的潛在阻礙因素
  • 各業界中的潛在阻礙因素

第11章 附錄

第12章 關於FROST & SULLIVAN

目錄
Product Code: M990-01-00-00-00

Multichannel Customer Contact

The overall research objective of this research service was to investigate the current use and future adaptation of multichannel customer contact in European contact centers. Overall, the use rates of mobile apps, social media, Web self-service, and chat are growing, while use rates of LiveAgent voice and email are declining. About 25% of contact center organizations state that their contact channels are fully integrated and able to deliver seamless and consistent customer experiences across channels, which is expected to reach 50% by 2016. The proportion of automated customer interactions is expected to grow from 41% in 2014 to 58% by 2016.

Table of Contents

1. RESEARCH BACKGROUND, OBJECTIVES, AND METHODOLOGY

Research Background, Objectives, and Methodology

  • 1. Research Background and Objectives
  • 2. Methodology
  • 3. Methodology (continued)
  • 4. Overall Firmagraphic Details

2. EXECUTIVE SUMMARY

Executive Summary

  • 1. Executive Summary

3. CUSTOMER INTERACTION CHANNELS

Customer Interaction Channels

  • 1. High Growth Customer Interaction Channels
  • 2. Customer Interaction Channels Increasing and Decreasing in Share
  • 3. Current Versus Future Customer Interaction Channels
  • 4. Current Customer Interaction Channels by Country
  • 5. Current Customer Interaction Channels by Country (continued)
  • 6. Current Customer Interaction Channels by Contact Center Size
  • 7. Current Customer Interaction Channels by Industry
  • 8. Future Customer Interaction Channels by Country
  • 9. Future Customer Interaction Channels by Country (continued)
  • 10. Future Customer Interaction Channels by Contact Center Size
  • 11. Future Customer Interaction Channels by Industry

4. INTEGRATION ACROSS ALL CUSTOMER CONTACT CHANNELS

Integration Across All Customer Contact Channels

  • 1. Current and Future Integration of Contact Channels
  • 2. Current Integration of Contact Channels
  • 3. Future Integration of Contact Channels

5. PREVALENCE OF AUTOMATION

Prevalence of Automation

  • 1. Current and Future Prevalence of Full Automation
  • 2. Current and Future Prevalence of Full Automation (Continued)

6. PREVALENCE OF SPEECH RECOGNITION IN INTERACTIVE VOICE RESPONSE INTERACTIONS

Prevalence of Speech Recognition in Interactive Voice Response Interactions

  • 1. Current and Future Prevalence of Speech Recognition Enabled IVR Interactions
  • 2. Current and Future Prevalence of Speech Recognition-enabled IVR Interactions (Continued)

7. THE FUTURE OF OUTBOUND CUSTOMER INTERACTIONS

The Future of Outbound Customer Interactions

  • 1. Expected Changes of Outbound Customer Interactions
  • 2. Expected Changes of Outbound Customer Interactions for Proactive Customer Care
  • 3. Expected Changes of Outbound Customer Interactions for Sales and Marketing
  • 4. Expected Changes of Outbound Customer Interactions for Collections

8. SOCIAL MEDIA CUSTOMER CONTACT STRATEGY

Social Media Customer Contact Strategy

  • 1. Current and Future Capabilities of Social Media Customer Contact Strategy
  • 2. Current Capabilities of Social Media Customer Contact Strategy
  • 3. Future Capabilities of Social Media Customer Contact Strategy

9. MOBILE CUSTOMER CONTACT STRATEGY

Mobile Customer Contact Strategy

  • 1. Current and Future Capabilities of Mobile Customer Contact Strategy
  • 2. Current Capabilities of Mobile Customer Contact Strategy
  • 3. Future Capabilities of Mobile Customer Contact Strategy

10. POTENTIAL RESTRAINTS TO ACHIEVING MULTICHANNEL CUSTOMER CONTACT CENTER GOALS

Potential Restraints to Achieving Multichannel Customer Contact Center Goals

  • 1. Potential Restraints by Country
  • 2. Potential Restraints by Contact Center Size
  • 3. Potential Restraints by Industry
  • 4. Legal Disclaimer

11. APPENDIX

Appendix

  • 1. Business Functions
  • 2. Languages Supported

12. THE FROST & SULLIVAN STORY

The Frost & Sullivan Story

  • 1. The Frost & Sullivan Story
  • 2. Value Proposition: Future of Your Company & Career
  • 3. Global Perspective
  • 4. Industry Convergence
  • 5. 360° Research Perspective
  • 6. Implementation Excellence
  • 7. Our Blue Ocean Strategy
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