Navigating Digital Transformation in Contact Centers—A Customer Perspective, Global, 2023 to 2024

Navigating Digital Transformation in Contact Centers—A Customer Perspective, Global, 2023 to 2024 Updated Research Available

Employee Engagement is the Top Corporate Objective

RELEASE DATE
02-Mar-2023
REGION
North America
Deliverable Type
Customer Research
Research Code: K864-01-00-00-00
SKU: IT04679-NA-CR_27477
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Description

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

Author: Alpa Shah


Table of Contents

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

Customer Research Methodology & Respondent Profile

Applications

Research Methodology

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

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

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

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

Strategic Imperatives for CX Solution Providers

Flexible APIs are Important for Implementing Two-Factor Authentication and Chatbots in the Near-Term

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

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

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--BEGIN PROMO--

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

Author: Alpa Shah

More Information
Deliverable Type Customer Research
Author Alpa Shah
Industries Information Technology
No Index No
Is Prebook No
Keyword 1 contact center digital transformation
Keyword 2 customer experience in digital transformation
Keyword 3 digital transformation solutions
Podcast No
WIP Number K864-01-00-00-00