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市場調查報告書

IDC MaturityScape Benchmark:北歐各國的客服中心基礎設施

IDC MaturityScape Benchmark: Contact Center Infrastructure in the Nordics

出版商 IDC 商品編碼 352675
出版日期 內容資訊 英文 13 Pages
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價格
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IDC MaturityScape Benchmark:北歐各國的客服中心基礎設施 IDC MaturityScape Benchmark: Contact Center Infrastructure in the Nordics
出版日期: 2016年02月16日 內容資訊: 英文 13 Pages
簡介

本報告以IDC的「Nordic Contact Center Infrastructure MaturityScape Benchmark Survey」調查結果為基礎,提供北歐各國的客服中心基礎設施成熟度組成架構概要相關的系統性資訊。

IDC的MaturityScape Benchmark價值

IDC的見解

調查概要

概況

  • IDC的客服中心基礎設施MaturityScape的各階段
  • IDC的客服中心基礎設施MaturityScape的方向性
  • 客服中心基礎設施成熟度的改善:Survivors和Thrivers

主要的建議

參考資料

  • 相關調查
  • 附錄
  • 調查手法
  • 調查受訪者區分
  • 摘要
目錄
Product Code: EMEA40990716

This IDC study presents the results of IDC's 2016 Nordic Contact Center Infrastructure MaturityScape Benchmark Survey. The survey included over 100 organizations in the Nordics, including representatives from industries such as telecom services, insurance, retail, banking, government, transportation services, and IT services/consultants. "The survey finds potential to improve maturity and capabilities for greater customer service experience benefits," said Jason Andersson, program director, IDC EMEA Telecom & Networking. "While many contact center operations in the Nordics are advancing up through the maturity framework, just under 11% can be considered Optimized, and just over 52% are still in the Ad Hoc or the Opportunistic stage."

IDC MaturityScape Benchmark Figure

IDC Opinion

In This Study

Situation Overview

  • Stages of IDC's Contact Center Infrastructure MaturityScape
    • Survey Findings: Maturity Distribution Across Stages
  • Dimensions of IDC's Contact Center Infrastructure MaturityScape
    • Survey Findings: Maturity Distribution Across Dimensions
  • Improving Contact Center Infrastructure Maturity: Survivors and Thrivers
    • The Value of Improving Contact Center Infrastructure Maturity
    • Survey Findings: Comparison of Survivors and Thrivers

Essential Guidance

Learn More

  • Related Research
  • Appendix
  • Methodology
  • Survey Respondent Segmentation
  • Synopsis
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