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Contact Centers in a Post-Pandemic World: A Strategic and Tactical Guide to the Future

出版商 DMG Consulting LLC 商品編碼 988582
出版日期 內容資訊 英文
商品交期: 最快1-2個工作天內
大流行後世界聯絡中心:未來的戰略和戰術指南 Contact Centers in a Post-Pandemic World: A Strategic and Tactical Guide to the Future
出版日期: 2021年02月11日內容資訊: 英文









  • 聯絡中心在數字化轉型中的作用



  • 在家工作
  • 建立正式的遠程辦公程序
  • 遠程辦公員工的招聘和入職
  • 遠程辦公員工的管理
    • 主管監視應用程序
    • 培訓和輔導
    • 員工參與
    • 員工薪酬
  • 安全,合規,預防欺詐
    • 安全性
    • 合規
    • 預防欺詐


  • 用於衡量客戶體驗的標準KPI
  • 以客戶為中心的KPI
  • 隱式KPI世界


  • 基於雲的聯絡中心解決方案
  • 客戶關係管理
    • CRM的下一步
  • 勞動力優化
    • WFO/WEM的未來
    • WFO/WEM和雲
  • 人工智能在聯絡中心未來的作用
  • 自動化和機器人技術
  • 自助服務
    • 智能虛擬代理和虛擬助手
    • 零足跡聯絡中心
  • 數字優先
    • 數字客戶服務解決方案的數字概述
    • 通過異步渠道與當今的客戶"同步"
    • 不尋常的生意
  • 分析
    • 互動分析
    • 分析的質量控制
    • 測量
    • 聯絡中心績效管理
  • 勞動管理
    • 勞動管理部門的創新
  • 知識產權管理
    • 引起人們對知識管理解決方案興趣的大流行
  • 視頻





Leaders across industries are in agreement that changes in our world are driving a technology revolution. The contact center included. While living through a pandemic has certainly impacted business, it's not the sole reason the changes have occurred. Change happens, technology innovates and businesses experience shifts even without a pandemic. New solutions, respective market trends, customer behavior and the cloud, drive change. This pandemic just sped up the change process, which we've seen in contact centers around the globe.

Over the last year, contact centers were forced to change how they operate because of COVID-19. Entire companies found themselves working from home as a direct result of the pandemic. Other twists and turns in the contact center industry have inherently led us where we are now, but without the pandemic, we likely would not have seen many of these things come to fruition for years. The pandemic simply accelerated that timeline by two to six years.

The most incredible thing is not the changes we have seen in the contact center, rather the professionalism and grace exhibited by the people working in these departments. While our contact centers have always been the first line of communication between businesses and customers, the role became even more critical when customers couldn't reach other departments. Contact centers demonstrated a tremendous ability to adapt and set a notable example for agility. Navigating contact centers through COVID-19 allowed industry professionals to demonstrate leadership by guiding others in how to keep moving forward. A roadmap for future contact centers emerged.

Can change complicate things? Sure. But what we learned from watching the transition in contact centers, is that change is inevitable and we need to be ready to go with it at any time. It needs to be embraced and used as an impetus to foster innovation, enhancements and growth. You can't always control the timing and details of change, but you can prepare your department and employees to meet it confidently. Watching contact center employees show flexibility and agility during recent and rapid changes to their daily logistics, reflected their commitment and work ethic. This research report details how contact centers should address necessary change, expected or sudden, and what they need to do to keep the momentum going. We are in the midst of finding a new normal. If we don't take advantage of the path laid out by extraordinary employees who have set the bar for today's contact centers, we are sacrificing an amazing opportunity.

This Report is a playbook of sorts. A guide showing organizations how contact centers should flex their adaptability muscles and make changes to strengthen them. It's a valuable collection of best practices, innovative technology, agile management practices, work-at-home policies and more.

We talk about digital transformation and the adoption of cloud-based systems. They are happening today and there is every indication that both trends will pick up momentum as change and technology are perpetually doing that dance where they try to keep pace with each other. We have experienced how a pandemic impacts digital transformation and pushes it to new levels. We know that more change is imminent and the better prepared our contact centers are to embrace it, the more beneficial the change becomes. Contact centers should always be on the verge of a new and better reality and that means constantly managing through changing business models.

Figure 1: Changing Business Models

If you take one thing away from this report, let it be that the digital transformation is happening. It's unstoppable and will drive improvements in the customer experience, agent engagement and company profitability. We are fortunate that the performance of our contact centers in the face of a pandemic has been overwhelmingly positive and has provided us with a powerful guide on how to maximize the constructive changes needed to build contact centers of the future. This guide will help managers with strategies and tactics to keep up the momentum of digital transformation and continue moving the contact center forward. It will enable them to better deliver on their classic objective of delivering a stellar customer experience.

Table of Contents

1. Executive Summary

2. Introduction: The Transformational Impact of the Pandemic on Contact Centers and the World of Service

3. Digital Transformation and Contact Centers

  • 3.1 Contact Center Role in the Digital Transformation

4. 2021 Contact Center Investment Priorities

5. Top Contact Center Operational Challenges

  • 5.1 Work-at-Home
  • 5.2 Building a Formal Work-at-Home Program
  • 5.3 Hiring and Onboarding Work-at-Home Employees
  • 5.4 Managing Work-at-Home Employees
    • 5.4.1 Supervisor Oversight Applications
    • 5.4.2 Training and Coaching
    • 5.4.3 Employee Engagement
    • 5.4.4 Employee Compensation
  • 5.5 Security, Compliance and Fraud Prevention
    • 5.5.1 Security
    • 5.5.2 Compliance
    • 5.5.3 Fraud Prevention

6. New Contact Center Key Performance Indicators

  • 6.1 Standard KPIs for Measuring the Customer Experience
  • 6.2 Customer-centric KPIs
  • 6.3 The World of Implicit KPIs

7. Contact Center Technology and Innovation

  • 7.1 Cloud-based Contact Center Solutions
  • 7.2 Customer Relationship Management
    • 7.2.1 What's Next for CRM
  • 7.3 Workforce Optimization
    • 7.3.1 The Next Chapter for WFO/WEM
    • 7.3.2 WFO/WEM and the Cloud
  • 7.4 The Role of Artificial Intelligence in the Future of Contact Centers
  • 7.5 Automation and Robotics
  • 7.6 Self-Service
    • 7.6.1 Intelligent Virtual Agents and Virtual Assistants
    • 7.6.2 Zero-Footprint Contact Centers
  • 7.7 Digital First
    • 7.7.1 Digital Overview of Digital Customer Service Solutions
    • 7.7.2 Asynchronous Channels are "In Sync" with Today's Customers
    • 7.7.3 Not Business as Usual
  • 7.8 Analytics
    • 7.8.1 I nteraction Analytics
    • 7.8.2 Analytics-Enabled Quality Management
    • 7.8.3 Surveying
    • 7.8.4 Contact Center Performance Management
  • 7.9 Workforce Management
    • 7.9.1 Innovation in the Workforce Management Sector
  • 7.10 Knowledge Management
    • 7.10.1 The Pandemic Increases Interest in Knowledge Management Solutions
  • 7.11 Video

8. The Return to the Contact Center

9. Contact Center Disaster Recovery and Business Continuity

10. Final Thoughts