世界のコンタクトセンターにおけるデジタルトランスフォーメーションの推進 - 顧客の視点、2023年～2024年

当レポートでは、世界のコンタクトセンターにおけるデジタルトランスフォーメーションについて調査し、コンタクトセンターの概要とともに、投資計画、エージェントエンゲージメント戦略、成長の機会などを提供しています。

目次

主な調査結果のまとめ

調査の目的と調査手法

コンタクトセンターの目標：2023年～2024年

• 上位の目標- 組織の目標がコンタクトセンターの目標と対照的な理由
• 経営陣のモットーは依然として顧客第一
• インタラクションの自動化における信頼の構築と顧客ロイヤルティの確保
• 生存のために自動化しながら信頼を築き、顧客ロイヤルティを確保

投資計画：2023年～2024年

エージェントエンゲージメント戦略

チャネルの動向と顧客満足度

成長の機会

• CXソリューションプロバイダーの戦略的必須事項
• 2要素認証とチャットボットを短期的に実装するには柔軟なAPIが重要

コラボレーションツール

• パンデミック時のZoomの台頭により、コンタクトセンターにおけるコラボレーションのリーダーに
• 企業全体で人材を活用することでUCaaSとCCaaSの統合への投資が促進される

付録

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