Cover Image
市場調查報告書

歐洲及北美的政府·教育部門的客戶參與

Customer Engagement in Government and Education in Europe and North America

出版商 Frost & Sullivan 商品編碼 316736
出版日期 內容資訊 英文 116 Pages
商品交期: 最快1-2個工作天內
價格
Back to Top
歐洲及北美的政府·教育部門的客戶參與 Customer Engagement in Government and Education in Europe and North America
出版日期: 2014年10月15日 內容資訊: 英文 116 Pages
簡介

今後二年預測網站自助服務、社群媒體、行動應用程式、視訊等的使用將會增加。但同時LiveAgent語音及電子郵件的利用則會減少。許多客服中心雖然已經被整合成可以配合多通路,但以地區來加以比較,北美水準比歐洲要高。預計社群媒體的投資額北美客服中心將會超過歐洲。

本報告提供歐洲及北美的政府·教育部門之客戶參與策略相關調查,提供您確立·維持客戶關係的客服中心及各種相關技術之目前使用概況 ,彙整今後的利用計劃,外包的使用趨勢和今後的利用計劃,各種技術·服務的利用推進因素·阻礙要素等資料。

第1章 背景調查·目的·手法

第2章 摘要整理

第3章 與顧客互動的途徑

  • 政府·教育部門的顧客互動:現在 vs 未來
  • 現在
  • 未來

第4章 全部顧客聯繫途徑的整合

  • 現在及未來的政府·教育部門的聯繫途徑的整合
  • 現在
  • 未來

第5章 自動化的普及

  • 現在及未來的政府·教育部門的全自動化的普及情形

第6章 雙向語音對話的語音辨識普及水準

  • 現在及未來的政府·教育部門的支援語音辨識的IVR互動普及度

第7章 Outbound顧客互動的今後

  • 政府·教育部門的Outbound顧客互動中預測的變化
  • PCC目的的Outbound顧客互動中預測的變化
  • 銷售·行銷目的Outbound顧客互動中預測的變化
  • 資料收集目的Outbound顧客互動中預測的變化

第8章 社群媒體的顧客聯繫策略

  • 現在及未來的政府·教育部門的社群媒體顧客聯繫策略
  • 目前政府·教育部門的社群媒體顧客聯繫策略
  • 未來的政府·教育部門的社群媒體顧客聯繫策略

第9章 透過行動的顧客聯繫策略

  • 現在及未來的政府·教育部門的行動顧客聯繫策略
  • 目前政府·教育部門的行動顧客聯繫策略
  • 未來的政府·教育部門的行動顧客聯繫策略

第10章 實現多管道顧客客服中心的潛在阻礙要素

  • 政府·教育部門的潛在的阻礙要素

第11章 系統及應用的普及水準

  • 現在及未來的系統/應用的普及水準
  • 目前普及水準
  • 未來的普及水準

第12章 APO(代理業務最適化)供應商的利用數

  • 現在及未來的APO供應商的利用數

第13章 APO(代理業務最適化)應用的整合

  • 現在及未來的APO應用的整合情形
  • 目前整合情形
  • 未來的整合情形

第14章 APO(代理業務最適化)應用的主要引進案例

  • 政府·教育部門APO應用的利用
  • 政府·教育部門其他工作崗位的APO工具之活用

第15章 顧客的認知度造成活用的障礙

第16章 目前託管/雲端解決方案的利用

第17章 決定託管/雲端解決方案轉變的重要要素

第18章 託管/雲端客服中心應用

  • 現在使用中的客服中心應用
  • 計劃中的客服中心應用利用

第19章 託管/雲端客服中心供應商

  • 現在及未來的利用供應商數
  • 現在及未來的託管/雲端客服中心供應商
  • 目前託管/雲端客服中心供應商
  • 未來的託管/雲端客服中心供應商

第20章 託管/雲端客服中心解決方案的轉變的阻礙因素

第21章 外包化的客服功能

  • 客服外包的引進
  • 現在外包化的客服功能和今後預定外包的功能
  • 現在外包化的客服功能
  • 今後外包預定的客服功能

第22章 顧客聯繫途徑的外包

  • 現在使用中·利用計劃中的聯繫途徑/互動
  • 現在支援外包商的聯繫途徑/互動
  • 今後預定支援外包商的聯繫途徑/互動

第23章 首尾一貫性的無間斷客戶經驗優先級

  • 現在及未來的首尾一貫性無間斷客戶經驗
  • 首尾一貫性的無間斷客戶經驗的目前優先級
  • 首尾一貫性的無間斷客戶經驗的將來期待的優先級

第24章 外包的客服中心的席數/人員數

  • 現在及未來的外包處客服中心的席數/人員數

第25章 外包處定位

  • 現在及未來的定位
  • 目前定位
  • 將來計劃的定位

第26章 利用的外包商數

  • 現在使用中·利用計劃中的平均外包商數

第27章 選擇外包商的重要影響因素

  • 現在及未來選擇外包商的評估事項
  • 目前選擇外包商的重要因素
  • 未來選擇外包商的重要因素

第28章 利用外包商的阻礙要素

第29章 重要點

第30章 關於FROST & SULLIVAN

目錄
Product Code: NE59-01-00-00-00

The Current and Future Government and Education Vertical

This study's objective was to review current and future adoption of customer contact strategies, enabling technologies, and services in the government and education vertical. The use of Web self-service, social media, mobile applications, and video are expected to increase over the next 2 years, but LiveAgent voice and email will likely decline. Centers are mostly multichannel integrated, but more contact centers in North America are fully integrated than in Europe. Organizations plan to increase the use of social media strategies by 2016, with priority given to the dedicated customer support forums and integration with other contact channels. Centers in North America will make more social media investments than in Europe.

Table of Contents

1. RESEARCH BACKGROUND, OBJECTIVES, AND METHODOLOGY

Research Background, Objectives, and Methodology

  • 1. Research Background and Objectives
  • 2. Methodology
  • 3. Overall Firmagraphic Details

2. EXECUTIVE SUMMARY

Executive Summary

  • 1. Executive Summary
  • 2. Executive Summary (continued)
  • 3. Executive Summary (continued)
  • 4. Executive Summary (continued)
  • 5. Executive Summary (continued)
  • 6. Executive Summary (continued)
  • 7. Executive Summary (continued)
  • 8. Executive Summary (continued)
  • 9. Executive Summary (continued)

3. CUSTOMER INTERACTIONS CHANNELS

Customer Interactions Channels

  • 1. Current versus Future Customer Interaction Channels in the Government and Education Vertical
  • 2. Current Customer Interaction Channels in the Government and Education Vertical
  • 3. Future Customer Interaction Channels Channels in the Government and Education Vertical

4. INTEGRATION ACROSS ALL CUSTOMER CONTACT CHANNELS

Integration across All Customer Contact Channels

  • 1. Current and Future Integration of Contact Channels in the Government and Education Vertical
  • 2. Current Integration of Contact Centers in the Government and Education Vertical
  • 3. Future Integration of Contact Centers in the Government and Education Vertical

5. PREVALENCE OF AUTOMATION

Prevalence of Automation

  • 1. Current and Future Prevalence of Full Automation in the Government and Education Vertical
  • 2. Current and Future Prevalence of Full Automation in the Government and Education Vertical (continued)

6. PREVALENCE OF SPEECH RECOGNITION IN INTERACTIVE VOICE RESPONSE INTERACTIONS

Prevalence of Speech Recognition in Interactive Voice Response Interactions

  • 1. Current/Future Prevalence of Speech Recognition Enabled-IVR Interactions in the Government and Education Vertical

7. THE FUTURE OF OUTBOUND CUSTOMER INTERACTIONS

The Future of Outbound Customer Interactions

  • 1. Expected Changes of Outbound Customer Interactions in the Government and Education Vertical
  • 2. Expected Changes of Outbound Customer Interactions for PCC in the Government and Education Vertical
  • 3. Expected Changes of Outbound Customer Interactions for Sales and Marketing in the Government/Education Vertical
  • 4. Expected Changes of Outbound Customer Interactions for Collections in the Government and Education Vertical

8. SOCIAL MEDIA CUSTOMER CONTACT STRATEGY

Social Media Customer Contact Strategy

  • 1. Current and Future Capabilities of Social Media Customer Contact Strategy in the Government and Education Vertical
  • 2. Current Capabilities of Social Media Customer Contact Strategy in the Government and Education Vertical
  • 3. Future Capabilities of Social Media Customer Contact Strategy in the Government and Education Vertical

9. MOBILE CUSTOMER CONTACT STRATEGY

Mobile Customer Contact Strategy

  • 1. Current and Future Capabilities of Mobile Customer Contact Strategy in the Government and Education Vertical
  • 2. Current Capabilities of Mobile Customer Contact Strategy in the Government and Education Vertical
  • 3. Future Capabilities of Mobile Customer Contact Strategy in the Government and Education Vertical

10. POTENTIAL RESTRAINTS TO ACHIEVING MULTICHANNEL CUSTOMER CONTACT CENTER GOALS

Potential Restraints to Achieving Multichannel Customer Contact Center Goals

  • 1. Potential Restraints in the Government and Education Vertical

11. PREVALENCE OF SYSTEMS AND APPLICATIONS

Prevalence of Systems and Applications

  • 1. Current versus Future Prevalence of Systems/ Applications in the Government and Education Vertical
  • 2. Current Prevalence of Systems/Applications in the Government and Education Vertical
  • 3. Future Prevalence of Systems/Applications in the Government and Education Vertical

12. NUMBER OF AGENT PERFORMANCE OPTIMIZATION VENDORS SOURCED

Number of Agent Performance Optimization Vendors Sourced

  • 1. Current and Future Number of APO Vendors Sourced in the Government and Education Vertical
  • 2. Current and Future Number of APO Vendors Sourced in the Government and Education Vertical (continued)

13. INTEGRATION OF AGENT PERFORMANCE OPTIMIZATION APPLICATIONS

Integration of Agent Performance Optimization Applications

  • 1. Current and Future Integration of APO Applications in the Government and Education Vertical
  • 2. Current Integration of APO Applications with Multichannel Applications in the Government and Education Vertical
  • 3. Future Integration of APO Applications with Multichannel Applications in the Government and Education Vertical

14. PRIMARY USE CASES FOR AGENT PERFORMANCE OPTIMIZATION APPLICATIONS

Primary Use Cases for Agent Performance Optimization Applications

  • 1. Using APO Applications in the Government and Education Vertical
  • 2. Leveraging APO Tools in Other Departments in the Government and Education Vertical

15. RESTRAINTS TO LEVERAGING CUSTOMER INSIGHTS

Restraints to Leveraging Customer Insights

  • 1. Restraints to Leveraging Customer Insights in the Government and Education Vertical

16. CURRENT USE OF HOSTED/CLOUD SOLUTIONS

Current Use of Hosted/Cloud Solutions

  • 1. Current Use of Hosted/Cloud Contact Center Solutions in the Government and Education Vertical

17. IMPORTANT FACTORS IN THE DECISION TO MOVE TO HOSTED/CLOUD SOLUTIONS

Important Factors in the Decision to Move to Hosted/Cloud Solutions

  • 1. Important Factors in the Decision to Move to Hosted/Cloud Solutions in the Government and Education Vertical

18. HOSTED/CLOUD CONTACT CENTER APPLICATIONS

Hosted/Cloud Contact Center Applications

  • 1. Contact Center Applications Currently Used as Hosted/Cloud Solutions in the Government and Education Vertical
  • 2. Contact Center Applications Planned to be Moved to Hosted/Cloud Solutions in the Government/Education Vertical

19. HOSTED/CLOUD CONTACT CENTER VENDORS

Hosted/Cloud Contact Center Vendors

  • 1. Current and Future Number of Vendors Sourced in the Government and Education Vertical
  • 2. Current and Future Hosted/Cloud Contact Center Providers in the Government and Education Vertical
  • 3. Current Hosted/Cloud Contact Center Providers in the Government and Education Vertical
  • 4. Future Hosted/Cloud Contact Center Providers in the Government and Education Vertical

20. RESTRAINTS TO MOVING TO HOSTED/CLOUD CONTACT CENTER SOLUTIONS

Restraints to Moving to Hosted/Cloud Contact Center Solutions

  • 1. Restraints to Moving to Hosted/Cloud Contact Center Solutions in the Government and Education Vertical

21. CUSTOMER CARE FUNCTIONS OUTSOURCED

Customer Care Functions Outsourced

  • 1. Customer Care Outsourcing Adoption in the Government and Education Vertical
  • 2. Customer Care Functions Currently Outsourced and Planned to be Outsourced in the Government and Education Vertical
  • 3. Currently Outsourced Customer Care Functions in the Government and Education Vertical
  • 4. Customer Care Functions Planned to be Outsourced in the Government and Education Vertical

22. OUTSOURCING CUSTOMER CONTACT CHANNELS

Outsourcing Customer Contact Channels

  • 1. Contact Channels/Interactions Currently Handled/Planned to be Handled by Outsourcers in the Government/Education Vertical
  • 2. Contact Channels/Interactions Currently Handled by Outsourcers in the Government and Education Vertical
  • 3. Contact Channels/Interactions Planned to be Handled by Outsourcers in the Government and Education Vertical

23. PRIORITY OF CONSISTENT AND SEAMLESS CUSTOMER EXPERIENCES

Priority of Consistent and Seamless Customer Experiences

  • 1. Current/Future Priority to Deliver Consistent and Seamless Customer Experiences in the Government/Education Vertical
  • 2. Current Level of Priority to Deliver Consistent and Seamless Customer Experience in the Government/Education Vertical
  • 3. Expected Level of Priority to Deliver Consistent/Seamless Customer Experience in the Government/Education Vertical

24. OUTSOURCED CONTACT CENTER SEATS/AGENTS

Outsourced Contact Center Seats/Agents

  • 1. Current/Future Proportions of Outsourced Contact Center Seats/Agents in the Government and Education Vertical
  • 2. Current/Future Proportions of Outsourced Contact Center Seats/Agents in the Government/Education Vertical (continued)

25. OUTSOURCING LOCATIONS

Outsourcing Locations

  • 1. Locations of Current and Expected Outsourcing in the Government and Education Vertical
  • 2. Locations of Currently Outsourced Contact Centers in the Government and Education Vertical
  • 3. Locations of Contact Centers Planned to be Outsourced in the Government and Education Vertical

26. NUMBER OF OUTSOURCERS USED

Number of Outsourcers Used

  • 1. Average Number of Outsourcers Currently Used/Planned to be Used in the Government and Education Vertical

27. IMPORTANT FACTORS IN OUTSOURCER SELECTION

Important Factors in Outsourcer Selection

  • 1. Current and Future Outsourcer Selection Considerations in the Government and Education Vertical
  • 2. Important Factors in the Decision to Use Outsourcers Currently in the Government and Education Vertical
  • 3. Important Factors in the Decision to Use Outsourcers in the Future in the Government and Education Vertical

28. RESTRAINTS TO USING OUTSOURCERS

Restraints to Using Outsourcers

  • 1. Restraints to Using a Third-party Provider in the Government and Education Vertical

29. KEY TAKEAWAYS

Key Takeaways

  • 1. Key Takeaways
  • 2. Legal Disclaimer

30. THE FROST & SULLIVAN STORY

The Frost & Sullivan Story

  • 1. The Frost & Sullivan Story
  • 2. Value Proposition-Future of Your Company & Career
  • 3. North America and Europe Perspective
  • 4. Industry Convergence
  • 5. 360° Research Perspective
  • 6. Implementation Excellence
  • 7. Our Blue Ocean Strategy
Back to Top