表紙:現代のアジャイルなコンタクトセンターにおけるワークフォース最適化の重要性
市場調査レポート
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1057830

現代のアジャイルなコンタクトセンターにおけるワークフォース最適化の重要性

The Importance of Workforce Optimization in Modern and Agile Contact Centers

出版日: | 発行: Frost & Sullivan | ページ情報: 英文 62 Pages | 納期: 即日から翌営業日

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現代のアジャイルなコンタクトセンターにおけるワークフォース最適化の重要性
出版日: 2022年01月24日
発行: Frost & Sullivan
ページ情報: 英文 62 Pages
納期: 即日から翌営業日
  • 全表示
  • 概要
  • 目次
概要

新型コロナウイルス感染症 (COVID-19) の世界的流行の影響から、現代のコンタクトセンターでは、ハイブリッドな職場環境や在宅勤務制度によって、より効果的にワークフォースを管理する必要性に迫られています。また、オムニチャネルのカスタマーエクスペリエンス (CX) を提供することが重視されるようになり、複雑化する顧客とのやり取りに対応できるよう、代理店をリアルタイムで支援するツールの必要性が認識されつつあります。コアビジネス機能へのAIの導入が進むとともに、オムニチャネルCXの人気が高まっていることが、ワークフォース最適化市場を前進させ続けています。

当レポートでは、コンタクトセンターにおけるワークフォース最適化の市場を調査し、現代のコンタクトセンター環境の変化、カスタマーエクスペリエンス (CX) と従業員エクスペリエンス (EX) の重要性、ワークフォース管理ソリューションの進化、ワークフォース最適化ソリューションプロバイダーのプロファイル、成長機会の分析などをまとめています。

目次

戦略的必須要件

  • 成長がますます困難になる理由
  • Strategic Imperative 8(TM)
  • 上位3つの戦略的必須要件の市場への影響
  • Growth Pipeline Engine(TM)を推進する成長機会

定義

カスタマーエクスペリエンス (CX) を向上させるための従業員エクスペリエンス (EX)

  • CXはビジネスの優先事項
  • コンタクトセンター/エージェント:CXデリバリーの要
  • コンタクトセンターの進化
  • CXにとって重要なEX:CXは成功に不可欠

ワークフォース管理ツール:変化する情勢

  • ワークフォース管理ソリューションの進化
  • WEMを超えるWFO・WFOを超えるWFM
  • コンタクトセンターでワークフォースエンゲージメントへの焦点の利点

ワークフォースエンゲージメントの必須ツール

主要成長要因と制約

ワークフォース最適化ソリューションの展開

市場環境・影響を与える主要動向

ワークフォース最適化ソリューションプロバイダーの情勢

  • ワークフォース最適化ソリューションプロバイダーのプロファイル
  • Aspect (Alvaira)
  • Calabrio
  • CallMiner
  • Genesys
  • NICE/inContact
  • Verint

成長機会

  • 成長機会1:変化するワークフォース要件への適応
  • 成長機会2:エージェントのエンパワーメントとエンゲージメントのよるEXの向上
  • 成長機会3:アナリティクスとシームレスな統合によるパフォーマンスの向上を促進

戦略的考察

  • 成功・成長のための戦略的要件
  • 戦略的考察
  • 総論:重要ポイント
  • 図表リスト
  • 免責事項
目次
Product Code: PC0D-76

Workforce Optimization Enhances Agent Efficiency and Opens Up Extraordinary Opportunities to Improve Customer Experience

This research study covers the workforce optimization market in the contact center space from a global lens. The study outlines the key elements present in a comprehensive WFO strategy as well as some of the main players in the global workforce optimization market.

The COVID-19 pandemic has accelerated the need for modern contact centers to manage their workforce more effectively due to hybrid work environments and work-from-home policies. Enhancing employee experience through workforce optimization is crucial as it translates to improved customer experience. Organizations are also realizing the need to assist agents in real-time with tools that can empower them to deal with the increasing complexity of customer interactions due to the growing emphasis on providing an omnichannel customer experience.

The workforce optimization market is growing significantly due to the high demand for solutions that will enhance CX as lockdowns have deeply transformed workplace settings and customer journeys. The increasing infusion of AI in core business functions as well as the rising popularity of providing an omnichannel customer experience to customers continues to propel the workforce optimization market forward.

However, possible growth barriers include a lack of product understanding of workforce optimization solutions and their available deployment options. Financial restraints of companies due to the COVID-19 pandemic may also pose a challenge.

Nevertheless, it is observed that organizations that possess a comprehensive WFO strategy are better equipped to improve both employee and customer experience and set themselves apart from their competition. In addition, deploying cloud-based WFO solutions increases the versatility of organizations through enhanced scalability, as organizations can respond to demand fluctuations more effectively. Besides that, reductions in cost represent another advantage for organizations equipped with cloud-based WFO solutions, as organizations can save on huge maintenance and transactional costs that are inevitable in a legacy contact center setting.

As ensuring customer satisfaction continues to be a top priority for organizations more than ever, Frost & Sullivan expects the workforce optimization market to continue to grow in the contact center space as WFO solutions have the ability to improve both EX and CX.

Table of Contents

Strategic Imperatives

  • Why is it Increasingly Difficult to Grow?
  • The Strategic Imperative 8™
  • The Impact of the Top Three Strategic Imperatives on Workforce Optimization Industry
  • Growth Opportunities Fuel the Growth Pipeline Engine™

Definitions

  • Definitions
  • Definitions (continued)

Employee Experience for Enhanced Customer Experience

  • CX is Business Priority
  • Contact Center/ Agents-Pivotal in CX Delivery
  • Evolution of the Contact Center
  • EX is Critical for CX; CX is Critical for Success

Workforce Management Tool-A Changing Landscape

  • Evolution of Workforce Management Solution
  • WFM > WFO > WEM
  • Benefits of Focusing on Workforce Engagement in Contact Centers

Workforce Engagement Must-Have Tools

  • Workforce Engagement Must-Have Tools
  • Workforce Engagement Must-Have Tools (continued)
  • Workforce Engagement Must-Have Tools (continued)
  • Workforce Engagement Must-Have Tools (continued)
  • Workforce Engagement Must-Have Tools (continued)
  • Workforce Engagement Must-Have Tools (continued)

Key Growth Drivers, and Restraints

  • Growth Drivers
  • Growth Restraints

Workforce Optimization Solutions Deployment

  • Workforce Optimization Solutions Deployment

Market Environment, Key Trends Impacting the Segment

  • Major Trends Impacting Workforce Optimization Solutions
  • Major Trends Impacting Workforce Optimization Solutions (continued)
  • Major Trends Impacting Workforce Optimization Solutions (continued)
  • Major Trends Impacting Workforce Optimization Solutions (continued)
  • Major Trends Impacting Workforce Optimization Solutions (continued)
  • Major Trends Impacting Workforce Optimization Solutions (continued)
  • Major Trends Impacting Workforce Optimization Solutions (continued)

Workforce Optimization Solutions Provider Landscape

  • Workforce Optimization Solutions Provider Profiles
  • Aspect (Alvaira)
  • Calabrio
  • CallMiner
  • Genesys
  • NICE/inContact
  • Verint

Growth Opportunities

  • Growth Opportunity 1-Adapting to Changing Workforce Requirements
  • Growth Opportunity 1-Adapting to Changing Workforce Requirements (continued)
  • Growth Opportunity 2-Improving Employee Experience through Agent Empowerment and Engagement
  • Growth Opportunity 2-Improving Employee Experience through Agent Empowerment and Engagement (continued)
  • Growth Opportunity 3-Facilitate Performance Improvements via Analytics and Seamless Integration
  • Growth Opportunity 3-Facilitate Performance Improvements via Analytics and Seamless Integration (continued)

Strategic Considerations

  • Strategic Imperatives for Success and Growth
  • Strategic Considerations
  • The Last Word-Key Takeaways
  • List of Exhibits
  • Legal Disclaimer