Global Customer Perspectives on Contact Center Trends by Country

Global Customer Perspectives on Contact Center Trends by Country

Impact of COVID-19 on Top Contact Center Markets

RELEASE DATE
05-Oct-2021
REGION
North America
Research Code: K6B1-01-00-00-00
SKU: IT04393-NA-CR_25820
$4,950.00
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IT04393-NA-CR_25820
$4,950.00
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Description

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.

Author: Alpa Shah

Table of Contents

Research Objectives and Methodology

Key Findings

Interaction Channels

Obstacles to Achieving Goals

Technologies Used and Planned

Agent Retention

COVID-19 Impact on Contact Center Operations

Impact of COVID-19 on Contact Center Investments

Compliance and Network Security for Remoter Workers

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

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 Measures

Customer Satisfaction with Different Channels

Integration of UC&C and CC Solutions

Collaboration with Other departments

Level of Integration of Contact Center Channels

Use of Hosted/Cloud Contact Center Solution

Contact Center Capabilities in the Cloud

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

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. Author: Alpa Shah
More Information
No Index No
Podcast No
Predecessor NA
Author Alpa Shah
Industries Information Technology
WIP Number K6B1-01-00-00-00
Is Prebook No
GPS Codes 9533-C1,9702-C1,9705-C1,9884-C1,99DF-C1,9A5B-C1,9661,9723