推動全球聯絡中心的數位化轉型 - 客戶視角2023-2024

本報告探討了全球聯絡中心的數位化轉型，概述了聯絡中心、投資計劃、座席參與戰略、增長機會等。

內容

主要發現總結

調查目的及調查方法

聯絡中心目標：2023-2024

• 總體目標 - 為什麼組織目標與聯絡中心目標不同
• 管理格言始終是客戶至上
• 在交互自動化中建立信任並確保客戶忠誠度
• 建立信任並確保客戶忠誠度，同時通過自動化來生存

投資計劃：2023-2024

代理參與策略

渠道趨勢和客戶滿意度

成長機會

• 客戶體驗解決方案提供商的戰略要務
• 靈活的 API 對於雙因素身份驗證和聊天機器人的短期實施非常重要

協作工具

• Zoom 在大流行期間的崛起使其成為聯絡中心協作的領導者
• 利用整個企業的人才推動對 UCaaS 和 CCaaS 集成的投資

附錄

Employee Engagement is the Top Corporate Objective

Frost & Sullivan's annual survey of contact center solution decision-makers revealed that employee engagement is a top priority for contact center organizations in 2023. Organizations with more employee engagement initiatives benefit from higher employee satisfaction (eNPS) levels and lower attrition. Those with more solutions that support employees also received higher eNPS scores. Overall, there will be significant growth in the number of seats around the globe, with hybrid models flourishing, creating many opportunities for CX solution providers. Only 40% of companies deliver omnichannel customer experiences, not meeting the customers' demand for seamless interactions across channels. Businesses cite the cost of implementation and system integration difficulties as top hurdles. Customers are unhappy when they have to repeat themselves as they move across channels. Continually automating processes will be critical for survival, but the execution must be well thought out. Customers are frustrated by virtual agents that do not understand them or what they need. Employees are stressed when dissatisfied customers are forwarded to them.

Frost & Sullivan's approach to achieving these goals:

• Conduct an on-line customer survey of leaders involved in purchasing contact center solutions

• Have in-depth discussions with thought leaders in contact center organizations through

Frost & Sullivan's CX Client Council, Contact Center MindXchanges, Webinars and Virtual Think Tanks:

• Continuous conversations with key contact center solutions providers around the globe

Research Scope:

The primary goals of this research are to:

• Understand the IT challenges contact center organizations face today

• Gauge remote/hybrid models

• Monitor the status of digital transformation in contact center organizations

• 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

Summary of Key Findings

• Strategic Objectives of this Study
• Key Findings from the 2023 Contact Center Customer Survey
• Critical 2023 Contact Center Issues Derived From Frost & Sullivan's CX Client Council Annual Meeting
• Critical 2023 Contact Center Issues Derived From Frost & Sullivan's CX Client Council

Research Objectives and Methodology

• Customer Research Methodology & Respondent Profile
• Applications
• Research Methodology

Contact Center 2023 to 2024 Goals

• Top Goals-Why Organizational Objectives Contrast Contact Center Objectives
• Executives Boards Say Customer-First Motto Still Rules
• Building Trust and Ensuring Customer Loyalty When Automating Interactions
• Building Trust and Ensuring Customer Loyalty While Automating for Survival

Investment Plans 2023 to 2024

• Voice Reigns While Virtual Agents Grow
• As Companies Aim to Improve CX with "Empathy," Sentiment Analysis is a High Priority
• Top AI Technologies Acquired to Tackle Rising Costs and Network Security
• 95% of Contact Centers are Increasing or Maintaining the Number of Seats
• IT Departments Opt for Easy-to-Implement, Manage, and Use Solutions
• Proven Return on Investment (ROI) Compels Manufacturing Companies to Overhaul the Entire Contact Center
• Travel and Hospitality Will Heavily Invest in Contact Center Solutions in 2023

Agent Engagement Strategies

• Attrition Higher in Sectors that Require Agents to Have More Knowledge/Skills
• How Organizations Will Keep Employees on Board-Flexible Locations is No Longer a Top Initiative
• Employee Engagement Initiatives Can Reduce Attrition
• Employee NPS Scores Significantly Higher when Engagement Initiatives and the Right Solutions are in Place
• Analytics on Quality Monitoring and Performance Management is a Top Investment for Employee Engagement
• Hybrid Models Flourish
• Remote and Hybrid Agents at a Higher Risk of Attrition
• Why Contact Centers are Moving to Remote and Hybrid Models

Channel Trends and Customer Satisfaction

• Virtual Agents Outperform Voice in the IT/Communications Industry and Operate Worse in the Retail and Travel/Hospitality Industries
• Channel Dynamics-Last 12 Months
• Customers are Frustrated with Agent Discontent and Lack of Personalized Care
• AI-Infused Contact Center Technologies Needed to Improve Live Chat Interactions
• Slow Response Time in the Email Channel Can be Detrimental for Businesses
• Considerable Growth in the Use of Virtual Agents
• Cost of Implementation is a Hurdle to Delivering Omnichannel Customer Experiences

Growth Opportunities

• Strategic Imperatives for CX Solution Providers
• Flexible APIs are Important for Implementing Two-Factor Authentication and Chatbots in the Near-Term

Collaboration Tools

• Zoom's Rise During the Pandemic Makes it a Leader for Collaboration in Contact Centers
• Leveraging Talent Across the Enterprise Drives Investment in UCaaS and CCaaS Integration

Appendix

• Why is it Increasingly Difficult to Grow?
• The Strategic Imperative 8™
• Growth Opportunities Fuel the Growth Pipeline Engine™
• List of Exhibits
• List of Exhibits (continued)
• List of Exhibits (continued)
• Legal Disclaimer