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市場調查報告書

歐洲的客戶參與的終端用戶優先權:2018年

End User Priorities for Customer Engagement in Europe, 2018

出版商 Frost & Sullivan 商品編碼 797405
出版日期 內容資訊 英文 50 Pages
商品交期: 最快1-2個工作天內
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歐洲的客戶參與的終端用戶優先權:2018年 End User Priorities for Customer Engagement in Europe, 2018
出版日期: 2019年02月21日內容資訊: 英文 50 Pages
簡介

本報告提供歐洲的教育,IT/通訊,金融服務,政府,醫療保健,製造,外包,零售 & 消費者,及旅遊 & 飯店等的產業上客服中心解決方案的目前使用情形及未來的決策行動的相關調查,組織現在面臨的IT相關的課題,人工智能 (AI) 和XaaS的新的解決方案包含的數位轉換情形,客服中心技術的現在、未來的利用,促進客服中心技術的投資的要素,IT、通訊趨勢,及KPI資料等相關分析。

調查目的、手法

主要調查結果的摘要

  • 主要調查結果的摘要
  • 妨礙客服中心的目標達成的要素

現在、未來的投資計劃

  • 互動管道:現在、未來的計劃
  • 流通管道整合計劃
  • 提供全通路策略的課題
  • 社群媒體的目的
  • 行動裝置策略
  • 委託業者的利用、計劃
  • 託管解決方案的利用、計劃

KPI (重要業績指標)

  • 語音通話
  • 平均通話時間的趨勢
  • 平均通話時間的趨勢:各地區
  • 平均通話時間的趨勢:各產業

數位轉換

  • 數位轉換計劃
  • 千禧新生代響應
  • 數位轉換投資的重要性
  • 數位轉換投資的重要性:各地區
  • 數位轉換技術的實行階段:各地區
  • 數位轉換技術的實行階段:各產業
  • 自動化的工作替換

策略必要事項

結論:3大預測

附錄

Frost & Sullivan

目錄
Product Code: 9AC4/1A

Navigating Digital Transformation in Contact Centers

The overall research objective is to measure the current use and future decision making behavior toward contact center solutions in the following industries: Education, IT/Communications, Financial Services, Government, Healthcare, Manufacturing, Outsourcing, Retail & Consumer, and Travel & Hospitality.

Technologies covered:

  • Interactive Voice Response (IVR), Natural Language Speech Recognition
  • Chat, Chat Bot (Interactive Text Response), Messaging Bot (Facebook, WeChat, etc.)
  • Internet of Things (IoT)
  • Live Agent Voice
  • Mobile Customer Care
  • Proactive Outbound
  • Social Media
  • Video, Video Kiosks
  • Virtual Assistant Text Chat, Virtual Assistant Voice
  • Web
  • Cloud/Hosted Contact Center Trends

Frost & Sullivan aims to:

  • Understand the IT-related challenges organizations face today
  • Monitor the status of digital transformation including newer solutions such as Artificial Intelligence (AI) and XaaS
  • Assess the current and future use of contact center technologies
  • Evaluate factors that drive investments in contact center technologies
  • Gauge IT and communications trends
  • Provide KPI data

Research Highlights:

  • The most used interaction channels in organizations today are email (87% of respondents), web (86%), and chat (80%). The largest investments over the next two years will be video kiosks (59%) and virtual assistant voice (51%).
  • There is a strong movement towards full integration, where contact centers will be able to deliver seamless omnichannel experiences to customers. Silos within organizations pose the main challenge to organizations unable to provide an omnichannel experience.
  • The primary goal of using social media is to provide customer service through sites like Facebook and Twitter.
  • The ability to access websites from mobile devices are a top priority for businesses.
  • The prevalent obstacle to meeting goals within contact centers is the difficulty of training agents on new processes, tasks, and skills.

Table of Contents

1. END USER PRIORITIES FOR CUSTOMER ENGAGEMENT IN EUROPE, 2018

Research Objectives and Methods

  • Research Objectives
  • Survey Methodology
  • End User Priorities for Customer Engagement, Europe, 2017
  • End User Priorities for Customer Engagement, Europe, 2017 (continued)
  • Vertical Markets and Job Functions

Summary of Key Findings

  • Summary of Key Findings
  • Factors Preventing Contact Centers from Meeting or Exceeding Goals

Current and Future Plans for Investment

  • Interaction Channels-Current and Future Plans
  • Channel Integration Plans
  • Challenges of Delivering an Omnichannel Strategy
  • Social Media Goals
  • Mobile Device Strategy
  • Outsourcer Usage and Plans
  • Hosted Solutions Usage and Plans

Key Performance Indicators

  • Voice Calls
  • Average Talk Time Trends
  • Average Talk Time Trends by Region
  • Average Talk Time Trends by Industry

Digital Transformation

  • Digital Transformation Plans
  • Catering to the Millennials
  • Importance of Digital Transformation Investments
  • Importance of Digital Transformation Investments, by Region
  • Stage of Digital Transformation Technology Implementation by Region
  • Stage of Digital Transformation Technology Implementation by Industry
  • Jobs Replaced by Automation

Strategic Imperatives

  • Strategic Imperatives for Success and Growth

The Last Word-Three Big Predictions

  • The Last Word-Three Big Predictions
  • Legal Disclaimer

Appendix

  • List of Exhibits
  • List of Exhibits (continued)

The Frost & Sullivan Story

  • The Frost & Sullivan Story
  • Value Proposition-Future of Your Company & Career
  • Global Perspective
  • Industry Convergence
  • 360° Research Perspective
  • Implementation Excellence
  • Our Blue Ocean Strategy
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