Customer perspectives on contact center trends amid the COVID-19 pandemic


Frost & Sullivan surveyed 661 IT decision makers around the world on IT / communications to better understand the impact of COVID-19 and their plans to exceed CX expectations as the world recovers from the pandemic.

New York, 07 Oct 2021 (GLOBE NEWSWIRE) – announces the publication of the report “Customer Perspectives on Contact Center Trends Amidst the COVID-19 Pandemic” – Utm_source = GNW
COVID-19 has accelerated the move towards self-service, allowing many companies to invest in technology that hijacks live calls / chat while improving the customer experience (CX).

Voice continues to dominate, 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 mandates. COVID-19 has forced organizations to quickly reallocate resources, revealing another aspect of contact center operations that requires special attention. Employees needed to be trained quickly for new tasks, and some companies did not have the solutions in place to do so. In an industry accustomed to attrition, many companies are realizing the value of agent retention. They’re investing in tools that allow younger generations, concert workers, “retirees,” as well as those enlightened by the new COVID-driven homework culture to achieve the flexible hours they want. Businesses across industries have recognized that agent performance improves when they move to work from home. Conversational AI and virtual assistants have become a top priority. As businesses accelerate their move towards self-service, they are hampered by customers reluctant to embrace new contact channels. The need to collaborate between departments continues to gain in importance as the need to differentiate becomes more and more crucial. Over -50% of respondents say the top two benefits they’ve seen from integrating UC and CC solutions include an improved customer journey and better agent experience. The main priorities for technological investments are to improve agent performance and operations. Businesses are increasing their investments in performance management, quality monitoring, and collaboration to facilitate information sharing between departments. For almost half of those polled, the social media channel has become the top priority during the pandemic. The convenience of using these channels to transact and the ease of disclosing information to the masses will continue to help this channel flourish. CSAT and NPS scores improved during the pandemic, revealing that customers were more adamant with a ‘we’re all in the same boat’ way. This study provides data for the following industries: ,, multimedia applications, mobile applications, SMS, chat with live agents, virtual agents, video chat, videophone / kiosk and IVR. Technologies covered: Conversational AI and virtual assistants / bots, quality monitoring, collaboration tools, performance management, flexible APIs / CPaaS, eLearning for agents, proactive customer service, gamification and augmented reality. CSAT and NPS scores are provided for each sector. compare itself to the competition and other industries.
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