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市場調查報告書

歐洲、北美的零售、消費品產業上的客戶參與

Customer Engagement in Retail and Consumer in Europe and North America

出版商 Frost & Sullivan 商品編碼 321869
出版日期 內容資訊 英文 112 Pages
商品交期: 最快1-2個工作天內
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歐洲、北美的零售、消費品產業上的客戶參與 Customer Engagement in Retail and Consumer in Europe and North America
出版日期: 2014年12月23日 內容資訊: 英文 112 Pages
簡介

本報告提供歐洲、北美的零售、消費品產業上的客戶參與調查分析、客戶聯繫策略、實行技術、服務的現在/未來的引進相關驗證等有系統的資訊。

第1章 調查背景、目的、手法

第2章 摘要整理

第3章 客戶互動管道

  • 零售、消費品產業上現在/未來客戶互動管道
  • 零售、消費品產業上目前客戶互動管道
  • 零售、消費品產業上未來客戶互動管道

第4章 全部客戶聯繫管道的整合

  • 零售、消費品產業上現在/未來的聯繫管道的整合
  • 零售、消費品產業上目前客服中心的整合
  • 零售、消費品產業上未來的客服中心的整合

第5章 自動化的普及

  • 零售、消費品產業上現在/未來的完全自動化的普及

第6章 互動語音回覆系統(IVR)互動的語音辨識的普及

  • 零售、消費品產業上現在/未來的語音辨識支援IVR互動的普及

第7章 未來的致電客戶互動

  • 零售、消費品產業上致電客戶互動的變化預測
  • 零售、消費品產業上PCC的致電客戶互動的變化預測
  • 零售、消費品產業上營業的致電客戶互動的變化預測
  • 零售、消費品產業上蒐集的致電客戶互動的變化預測

第8章 社群媒體客戶聯繫策略

  • 零售、消費品產業上現在/未來的社群媒體客戶聯繫策略的能力
  • 零售、消費品產業上目前社群媒體客戶聯繫策略的能力
  • 零售、消費品產業上未來的社群媒體客戶聯繫策略的能力

第9章 行動客戶聯繫策略

  • 零售、消費品產業上現在/未來的行動客戶聯繫策略的能力
  • 零售、消費品產業上目前行動客戶聯繫策略的能力
  • 零售、消費品產業上未來的行動客戶聯繫策略的能力

第10章 對多通路客戶客服中心達成目標的潛在阻礙因素

  • 零售、消費品產業上潛在的阻礙因素

第11章 系統/應用的普及

  • 零售、消費品產業上現在/未來的系統/應用的普及
  • 零售、消費品產業上目前系統/應用的普及
  • 零售、消費品產業上未來的系統/應用的普及

第12章 代理商業績最佳化(APO)供應商數

  • 零售、消費品產業上現在/未來的APO的供應商數

第13章 APO應用的整合

  • 零售、消費品產業上現在/未來的APO應用的整合
  • 零售、消費品產業上目前APO應用和多通路應用的整合
  • 零售、消費品產業上未來的APO應用和多通路應用的整合

第14章 APO應用的主要使用案例

第15章 利用客戶洞察力的阻礙因素

第16章 目前託管/雲端解決方案的使用

第17章 決定轉向託管/雲端解決方案的重要要素

第18章 託管/雲端客服中心應用

第19章 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阻礙因素

第21章 客戶服務功能的外包

第22章 客戶聯繫管道的外包

第23章 有一貫性的無間斷的客戶經驗的優先順序

第24章 客服中心的座位數/代理商

第25章 外包的位置

第26章 外包商數

第27章 選擇外包商的重要要素

第28章 利用外包商的阻礙因素

第29章 主要調查結果

第30章 關於Frost&Sullivan

目錄
Product Code: NE50-01-00-00-00

The Current and Future Retail and Consumer Vertical

This study's objective was to review current and future adoption of customer contact strategies, enabling technologies, and services in the retail and consumer vertical. About 55% of North American and European contact centers are mostly integrated, with full integration expected to reach 55% in 2016. About 46% of customer interactions are fully automated. Email (27%) is preferred over LiveAgent voice (20%), and Web self-service trails at 11%. Mobile apps and social media will increase, while IVR and video will remain virtually unchanged. Personalized marketing is expected to grow by 18% by 2016. The systems/applications that show the most growth are Web collaboration tools and Web interaction analytics.

Table of Contents

1. RESEARCH BACKGROUND, OBJECTIVES, AND METHODOLOGY

Research Background, Objectives, and Methodology

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

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)

3. CUSTOMER INTERACTION CHANNELS

Customer Interaction Channels

  • 1. Current versus Future Customer Interaction Channels in the Retail and Consumer Vertical
  • 2. Current Customer Interaction Channels in the Retail and Consumer Vertical
  • 3. Future Customer Interaction Channels in the Retail and Consumer Vertical

4. INTEGRATION ACROSS ALL CUSTOMER CONTACT CHANNELS

Integration across All Customer Contact Channels

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

5. PREVALENCE OF AUTOMATION

Prevalence of Automation

  • 1. Current and Future Prevalence of Full Automation in the Retail and Consumer Vertical
  • 2. Current and Future Prevalence of Full Automation in the Retail and Consumer 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 Retail and Consumer Vertical
  • 2. Current/Future Prevalence of Speech Recognition-enabled IVR Interactions in the Retail and Consumer Vertical (Continued)

7. THE FUTURE OF OUTBOUND CUSTOMER INTERACTIONS

The Future of Outbound Customer Interactions

  • 1. Expected Changes of Outbound Customer Interactions in the Retail and Consumer Vertical
  • 2. Expected Changes of Outbound Customer Interactions for PCC in the Retail and Consumer Vertical
  • 3. Expected Changes of Outbound Customer Interactions for Sales and Marketing in the Retail/Consumer Vertical
  • 4. Expected Changes of Outbound Customer Interactions for Collections in the Retail and Consumer 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 Retail and Consumer Vertical
  • 2. Current Capabilities of Social Media Customer Contact Strategy in the Retail and Consumer Vertical
  • 3. Future Capabilities of Social Media Customer Contact Strategy in the Retail and Consumer Vertical

9. MOBILE CUSTOMER CONTACT STRATEGY

Mobile Customer Contact Strategy

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

11. PREVALENCE OF SYSTEMS AND APPLICATIONS

Prevalence of Systems and Applications

  • 1. Current versus Future Prevalence of Systems/ Applications in the Retail and Consumer Vertical
  • 2. Current Prevalence of Systems/Applications in the Retail and Consumer Vertical
  • 3. Future Prevalence of Systems/Applications in the Retail and Consumer 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 Retail and Consumer Vertical
  • 2. Current and Future Number of APO Vendors Sourced in the Retail and Consumer 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 Retail and Consumer Vertical
  • 2. Current Integration of APO Applications with Multichannel Applications in the Retail and Consumer Vertical
  • 3. Future Integration of APO Applications with Multichannel Applications in the Retail and Consumer Vertical

14. PRIMARY USE CASES FOR AGENT PERFORMANCE OPTIMIZATION APPLICATIONS

Primary Use Cases for Agent Performance Optimization Applications

  • 1. Using APO Applications in the Retail and Consumer Vertical
  • 2. Leveraging APO Tools in Other Departments in the Retail and Consumer Vertical

15. RESTRAINTS TO LEVERAGING CUSTOMER INSIGHTS

Restraints to Leveraging Customer Insights

  • 1. Restraints to Leveraging Customer Insights in the Retail and Consumer 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 Retail and Consumer 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 Retail and Consumer Vertical

18. HOSTED/CLOUD CONTACT CENTER APPLICATIONS

Hosted/Cloud Contact Center Applications

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

19. HOSTED/CLOUD CONTACT CENTER VENDORS

Hosted/Cloud Contact Center Vendors

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

20. RESTRAINTS TO MOVING TO HOSTED/CLOUD CONTACTCENTER SOLUTIONS

Restraints to Moving to Hosted/Cloud ContactCenter Solutions

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

21. CUSTOMER CARE FUNCTIONS OUTSOURCED

Customer Care Functions Outsourced

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

22. OUTSOURCING CUSTOMER CONTACT CHANNELS

Outsourcing Customer Contact Channels

  • 1. Contact Channels/Interactions Currently Handled/Planned to be Handled by Outsourcers in the Retail/Consumer Vertical
  • 2. Contact Channels/Interactions Currently Handled by Outsourcers in the Retail and Consumer Vertical
  • 3. Contact Channels/Interactions Planned to be Handled by Outsourcers in the Retail and Consumer 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 Retail/Consumer Vertical
  • 2. Current Level of Priority to Deliver Consistent and Seamless Customer Experience in the Retail/Consumer Vertical
  • 3. Expected Level of Priority to Deliver onsistent/Seamless Customer Experience in the Retail/Consumer Vertical

24. OUTSOURCED CONTACT CENTER SEATS/AGENTS

Outsourced Contact Center Seats/Agents

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

25. OUTSOURCING LOCATIONS

Outsourcing Locations

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

26. NUMBER OF OUTSOURCERS USED

Number of Outsourcers Used

  • 1. Average Number of Outsourcers Currently Used and Planned to be Used in the Retail and Consumer Vertical

27. IMPORTANT FACTORS IN OUTSOURCER SELECTION

Important Factors in Outsourcer Selection

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

28. RESTRAINTS TO USING OUTSOURCERS

Restraints to Using Outsourcers

  • 1. Restraints to Using a Third-party Provider in the Retail and Consumer Vertical

29. KEY TAKEAWAYS

Key Takeaways

  • 1. Key Takeaways

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
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