Global Contact Center Trends by Country 2021: The Impact of COVID-19 and Plans to Exceed CX Expectations as the World Recovers from the Pandemic
Dublin, Nov. 04, 2021 (GLOBE NEWSWIRE) -- The "Global Customer Perspectives on Contact Center Trends by Country" report has been added to ResearchAndMarkets.com's offering.
The publisher 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:
Chat with live agents
Email/web form
IVR
Mobile apps
SMS
Social media apps
Social media messaging apps
Video chat
Video teller/kiosk
Virtual agents
Voice
Technologies Covered:
Augmented reality
Collaboration tools
Conversational AI & virtual assistants/bots
ELearning for agents
Flexible APIs/CPaaS
Gamification
Performance management
Proactive customer care
Quality monitoring
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.
Key Topics Covered:
1. Research Objectives and Methodology
2. Key Findings
3. Technology Investments
Interaction Channels
Obstacles to Achieving Goals
Technologies Used and Planned
Agent Retention
4. Impact of COVID-19
COVID-19 Impact on Contact Center Operations
Impact of COVID-19 on Contact Center Investments
Compliance and Network Security for Remoter Workers
5. Agents Seat Trends
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
6. Interactions Trends
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
7. Customer Satisfaction
Customer Satisfaction Measures
Customer Satisfaction with Different Channels
8. Integration & Collaboration Trends
Integration of UC&C and CC Solutions
Collaboration with Other departments
9. Omnichannel
Level of Integration of Contact Center Channels
10. Hosted/Cloud Solutions
Use of Hosted/Cloud Contact Center Solution
Contact Center Capabilities in the Cloud
11. Respondent Profile
Job Position
Operations Areas
Supported Business Functions
Selection/Purchase Decision Authority
Number of Contact Center Agents
Contact Center/Customer Care Operations Location
For more information about this report visit https://www.researchandmarkets.com/r/fz4saz
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