冠狀病毒感染 (COVID-19) 在感染傳播期間從客戶角度看聯絡中心的趨勢

Customer Perspectives on Contact Center Trends Amidst the COVID-19 Pandemic

出版日期: | 出版商: Frost & Sullivan | 英文 65 Pages | 商品交期: 最快1-2個工作天內

  • 全貌
  • 簡介
  • 目錄

隨著新的冠狀病毒感染 (COVID-19),許多公司將加速向自助服務過渡,並投資於改善客戶體驗 (CX) 同時避免電話和實時聊天的技術。語音服務繼續領先,但預計明年虛擬座席和 IVR 等自助服務渠道將變得更加流行。 COVID-19 還敦促企業快速重新分配資源,揭示了需要關注聯絡中心運營的另一個方面。員工需要快速接受新任務培訓,但一些公司沒有解決方案。

本報告分析了客戶對全球聯絡中心行業趨勢的評估,並基於針對來自全球公司的 IT 決策者(共 661 人)的問答。冠狀病毒感染 (COVID-19) 信息,例如感染傳播對聯絡中心使用和投資的影響,行業結構變化和技術進步的評估,以及按行業劃分的客戶滿意度趨勢(CSAT/NPS)。將一起發送。





  • 今日互動渠道使用情況
  • 交互渠道支持系統(未來 2 年)
  • 客戶體驗 (CX) 技術投資計劃(未來 2 年)
  • 聯絡中心的技術投資


  • 實現企業目標的障礙
  • 保護和留住員工的措施


  • 支持的主要業務功能
  • 遠程工作者的安全和合規能力


  • 員工就業狀況:與 COVID-19 相關的趨勢
  • 員工人數的預定變化
  • 轉移到遠程對員工績效的影響
  • 在感染傳播期間搬到 WAHA(在家工作)的員工百分比
  • 許多員工繼續在家工作


  • 與聯絡中心的聯繫次數增加了 47%
  • 已被 COVID-19 優先考慮的頻道
  • 因 COVID-19 獲得優先權的技術
  • COVID-19 對語音交互的影響
  • 員工處理的平均實時聊天次數
  • 虛擬代理增長


  • 平均客戶滿意度 (CSAT) 得分:按行業分類
  • CSAT 分數變化:感染傳播後
  • NPS(淨推薦值)得分


  • UC & C 與聯絡中心 (CC) 解決方案集成的重要性
  • 阻礙 UC & C 和 CC 解決方案集成的因素
  • UC & C 和 CC 解決方案集成:按行業
  • UC 和 CC 集成的好處
  • 用於與其他部門協作的工具


  • 渠道整合層面
  • 阻礙公司提供全渠道體驗的因素


  • 託管/雲聯絡中心解決方案使用
  • 投資託管/雲功能
  • 投資託管/雲聯絡中心功能
  • 在雲/主機中處理的交互百分比
  • 使用 CPaaS 的好處


  • 目前正在使用的分析功能和投資計劃
  • 領先的分析解決方案提供商


Product Code: K626-76

Acceleration in Cloud and Self-Service Solutions Pave the Way to Delivering Excellent CX

Frost & Sullivan surveyed 661 IT decision-makers around the globe to IT/Communications to gain a deeper understanding of the impact of COVID-19 and their plans to exceed CX expectations as the world recovers from the pandemic.

COVID-19 accelerated the move towards self-service, allowing many companies to invest in technology that deflects calls/live chat but still improves the customer experience (CX). Voice continues to lead, but self-service channels such as virtual agents and IVR will be heavily supported over the next year. restructure their organizations to take advantage of new resource pools and longer tenures. COVID-19 forced organizations to reallocate resources quickly, revealing another aspect of contact center operations that needs attention. Employees had to be trained on new tasks quickly, and some companies did not have the solutions in place to do so.

In an industry accustomed to attrition, many companies realize the value of agent retention. They are investing in tools that allow younger generations, gig workers, "retirees," along with those enlightened by the new COVID-driven work-at-home culture to attain the flexible schedules they want. Companies across sectors recognized that agent performance improved when they moved to work from home.

Conversational AI and virtual assistants became a top priority. As businesses quicken their pace towards self-service, they are hindered by customers unwilling to adopt new contact channels. The need to collaborate between departments continues to gain importance as the need to differentiate becomes increasingly crucial. More than -50% of respondents say the top two benefits they have seen from integrating UC and CC solutions include improved customer journey and better agent experience. The top priorities for technology investments point to improving agent performance and operations. Companies are ramping up investments in performance management, quality monitoring, and collaboration to make it easier to share information across departments.

For almost half of the respondents, the social media channel became the highest priority during the pandemic. The convenience of using these channels to complete transactions and the ease of divulging information to the masses will continue to help this channel thrive.

CSAT and NPS scores improved during the pandemic, revealing that customers were more emphatic with a "we're all in this together" manner.

This study provides data for the following industries:

  • IT/Communications (50)
  • Financial Services & Banking
  • Healthcare
  • Public Administration
  • Manufacturing
  • Retail
  • Travel & Hospitality

Channels covered: voice, email/web form, social media messaging apps, social media apps, mobile apps, SMS, Chat with live agents, virtual agents, video chat, video teller/kiosk, and IVR.

Technologies covered: conversational AI & virtual assistants/bots, quality monitoring, collaboration tools, performance management, flexible APIs/CPaaS, eLearning for agents, proactive customer care, gamification, and augmented reality.

CSAT and NPS scores are provided for each industry.

This study is valuable for solution providers to better understand what each industry seeks in delivering excellent CX, and end-user businesses to benchmark themselves against the competition and other industries.

Key Features:

The primary goals of this research are to:

  • Understand the impact of COVID-19 on contact centers
  • Understand challenges organizations face today
  • Monitor the status of digital transformation
  • Assess the current and future use of contact center solutions
  • Evaluate factors that drive investments in contact center solutions
  • Gauge market and technology trends
  • Appraise available IT budgets
  • Measure perceptions by vertical industry
  • Discover opportunities in different regions

Table of Contents

Research Objectives and Methodology

  • Research Objectives and Methodology

Key Findings

  • Key Findings
  • Key Findings (continued)

Channel and Technology Usage

  • Interaction Channels Usage Today
  • Interaction Channels Support-Next Two Years
  • CX Technologies Investment Plans-Next Two Years
  • Contact Center Technology Investments

Strategic Direction

  • Obstacles to Achieving Company Goals
  • Measures to Improve Agent Retention

Impact of Covid

  • Top Supported Business Functions
  • Security and Compliance Capabilities for Remote Workers

Agents Seat Trends

  • Agent Seat Trends Due to Covid
  • Plans to Change the Number of Seats
  • Impact on Agent Performance as they Moved to Remote
  • Percent of Agents Moved to WAHA (Work at Home Agent) During the Pandemic
  • Many Agents will Continue to Work from Home

Interaction Trends

  • 47% Increase in Number of Contact Center Interactions
  • Channels that Gained Priority due to COVID-19
  • Technologies that Gained Priority due to COVID-19
  • Impact of COVID-19 on Voice Interactions
  • Average Number of Live Chats Handled by Agents
  • Growth in Virtual Agents

Customer Satisfaction

  • Average CSAT Score By Industry
  • Change in CSAT Score Since Pandemic
  • NPS Score
  • NPS Score (continued)

Integration and Collaboration Trends

  • Importance of Integrating Unified Communications and Contact Center Solutions
  • Factors Preventing UC&C and CC Solutions Integration
  • Integration of UC & C and CC Solutions-by Industry
  • Benefits of Integrating UC & CC
  • Tools Used to Collaborate with other Departments


  • Level of Integration of Channels
  • Factors Preventing Organizations from Delivering an Omnichannel Experience

Hosted/Cloud Solutions

  • Use of Hosted/Cloud Contact Center Solutions
  • Investments in Hosted/Cloud Capabilities
  • Investments in Hosted/Cloud Contact Center Capabilities
  • Percent of Interactions Handled with Cloud/Hosted
  • Benefits of Using CPaaS


  • Analytics Used Today and Investment Plans
  • Leading Providers of Analytics Solutions

Respondent Profile

  • Respondent Profile
  • Selection/Purchase Decision Authority
  • Supported Business Functions
  • List of Exhibits
  • List of Exhibits (continued)
  • List of Exhibits (continued)
  • Legal Disclaimer