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市場調查報告書
商品編碼
1033304

從客戶的角度看聯絡中心的趨勢:按世界各國

Global Customer Perspectives on Contact Center Trends by Country

出版日期: | 出版商: Frost & Sullivan | 英文 49 Pages | 商品交期: 最快1-2個工作天內

價格
  • 全貌
  • 簡介
  • 目錄
簡介

COVID-19 加速了向自助服務的過渡,使許多公司能夠投資改善客戶體驗 (CX) 的技術,同時避免電話和實時聊天。語音服務繼續領先,但預計明年將大力支持虛擬座席和 IVR 等自助服務渠道。 COVID-19 迫使公司快速重新分配資源,揭示了在運營聯絡中心時需要牢記的方面。

本報告從客戶的角度調查了聯絡中心的發展趨勢、COVID-19 對聯絡中心的影響、組織目前面臨的挑戰、數字化轉型的現狀以及聯絡中心解決方案。它提供了有關當前以及公司的未來用途,評估推動投資的因素,市場技術和趨勢以及機會。

接受調查的國家

  • 美國
  • 巴西
  • 德國
  • 英國/愛爾蘭
  • 印度
  • 菲律賓
  • 澳大利亞/新西蘭

目錄

調查目的和調查方法

主要發現

技術投資

  • 互動渠道
  • 實現目標的障礙
  • 使用和規劃的技術
  • 代理保留

COVID-19 的影響

  • COVID-19 對聯絡中心運營的影響
  • COVID-19 對聯絡中心投資的影響
  • 遠程工作者合規性和網絡安全

代理表趨勢

  • 由於 COVID-19 導致座位數量發生變化
  • 明年代理表趨勢
  • 遠程代理的成果
  • 遠程代理的大流行後規劃

交互趨勢

  • 過去一年互動總數的變化
  • 2020 年各渠道互動百分比
  • COVID-19 帶來的高通道優先級
  • COVID-19 的高優先級技術
  • 虛擬代理處理的交互數量的變化

客戶滿意度

  • 客戶滿意度
  • 各種渠道的客戶滿意度

集成與協作的趨勢

  • UC & C 和 CC 解決方案的集成
  • 與其他部門的合作

全渠道

  • 聯絡中心渠道整合水平

託管/雲解決方案

  • 使用託管/雲聯絡中心解決方案
  • 雲聯絡中心功能

受訪者的個人資料

  • 職務
  • 操作區域
  • 支持的業務功能
  • 選擇/購買決策機構
  • 聯絡中心座席數量
  • 聯絡中心/客戶服務業務地點
  • 圖表列表
  • 免責聲明
目錄
Product Code: K6B1-76

Impact of COVID-19 on Top Contact Center Markets

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 regions recognized that agent performance improved when they moved to work from home. This study explores differences in countries with a large number of contact centers.

The countries covered include:

  • United States
  • Brazil
  • Germany
  • UK/Ireland
  • India
  • Philippines
  • Australia/New Zealand

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
  • Discover opportunities in different regions

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.

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

Table of Contents

Research Objectives and Methodology

  • Research Objectives and Methodology

Key Findings

  • Key Findings

Technology Investments

  • Interaction Channels
  • Obstacles to Achieving Goals
  • Technologies Used and Planned
  • Agent Retention

Impact of COVID-19

  • COVID-19 Impact on Contact Center Operations
  • Impact of COVID-19 on Contact Center Investments
  • Compliance and Network Security for Remoter Workers

Agents Seat Trends

  • Change in the Number of Seats Due to COVID-19
  • Agent Seat Trends Over the Next Year
  • Remote Agent Performance
  • Post-Pandemic Plans for Remote Agents

Interactions Trends

  • Change in Number of Total Interactions Over the Past Year
  • Percent of Interactions by Channel in 2020
  • High Priority of Channels Due to COVID-19
  • High Priority Technologies Due to COVID-19
  • Change in Number of Interactions Handled by Virtual Agents

Customer Satisfaction

  • Customer Satisfaction Measures
  • Customer Satisfaction with Different Channels

Integration & Collaboration Trends

  • Integration of UC&C and CC Solutions
  • Collaboration with Other departments

Omnichannel

  • Level of Integration of Contact Center Channels

Hosted/Cloud Solutions

  • Use of Hosted/Cloud Contact Center Solution
  • Contact Center Capabilities in the Cloud

Respondent Profile

  • Job Position
  • Operations Areas
  • Supported Business Functions
  • Selection/Purchase Decision Authority
  • Number of Contact Center Agents
  • Contact Center/Customer Care Operations Location
  • List of Exhibits
  • List of Exhibits (continued)
  • Legal Disclaimer