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  • The US Contact Center Decision-Makers Guide 2017

    Sponsored by

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    The 2017 US Contact Center Decision-Makers Guide (10th edition)

    ContactBabel 2017

    Please note that all information is believed correct at the time of publication, but ContactBabel does not

    accept responsibility for any action arising from errors or omissions within the report, links to external

    websites or other third-party content.

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    CONTENTS

    CONTENTS .........................................................................................................................................3

    LIST OF TABLES ..................................................................................................................................5

    INTRODUCTION AND METHODOLOGY .............................................................................................. 11

    HOW TO USE THE REPORT............................................................................................................................ 11

    SEGMENTATIONS ....................................................................................................................................... 12

    VERTICAL MARKETS .................................................................................................................................... 12

    SIZE BAND ................................................................................................................................................ 13

    CONTACT CENTER TYPE ............................................................................................................................... 13

    THE STRUCTURE OF THE DATASETS ................................................................................................................ 13

    DISTRIBUTION AND USE OF THIS REPORT......................................................................................................... 15

    IMPROVING QUALITY AND PERFORMANCE....................................................................................... 16

    MULTICHANNEL WORKFORCE MANAGEMENT ................................................................................................. 17

    INTERACTION RECORDING ........................................................................................................................... 29

    CUSTOMER INTERACTION ANALYTICS ............................................................................................................. 36

    QUALITY & PERFORMANCE MANAGEMENT .................................................................................................... 56

    AGENT ENGAGEMENT & GAMIFICATION ........................................................................................................ 62

    DESKTOP AUTOMATION & ANALYTICS ........................................................................................................... 75

    CUSTOMER EXPERIENCE MEASUREMENT & IMPROVEMENT ............................................................................... 87

    MAXIMIZING EFFICIENCY AND AGENT OPTIMIZATION .................................................................... 102

    CONTACT CENTER PERFORMANCE............................................................................................................... 103

    VIRTUAL CONTACT CENTERS & HOMEWORKING ............................................................................................ 119

    OMNICHANNEL ROUTING .......................................................................................................................... 135

    PCI DSS COMPLIANCE .............................................................................................................................. 150

    CUSTOMER IDENTITY VERIFICATION ............................................................................................................ 163

    QUEUE MANAGEMENT AND CALL-BACK ...................................................................................................... 176

    HEADSETS .............................................................................................................................................. 184

    NEW MEDIA AND THE CUSTOMER OF THE FUTURE ......................................................................... 195

    OMNICHANNEL ....................................................................................................................................... 200

    EMAIL MANAGEMENT .............................................................................................................................. 214

    WEB CHAT ............................................................................................................................................. 222

    SELF-SERVICE .......................................................................................................................................... 235

    SOCIAL MEDIA ........................................................................................................................................ 254

    THE MOBILE CUSTOMER ........................................................................................................................... 266

    INCREASING PROFITABILITY ........................................................................................................... 283

    CLOUD-BASED CONTACT CENTER SOLUTIONS ................................................................................................ 284

    PROACTIVE CUSTOMER SERVICE ................................................................................................................. 302

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    STAFFING MANAGEMENT .............................................................................................................. 312

    ATTRITION .............................................................................................................................................. 313

    RECRUITMENT ......................................................................................................................................... 323

    SALARIES ................................................................................................................................................ 327

    STRATEGIC DIRECTIONS & INVESTMENT ......................................................................................... 328

    TECHNOLOGY USAGE AND PLANS ............................................................................................................... 330

    TECHNOLOGY, PEOPLE, PROCESS & PERCEPTION ........................................................................................... 335

    HELPING THE CONTACT CENTER ACHIEVE ITS AIMS ........................................................................................ 336

    APPENDIX: ABOUT CONTACTBABEL ................................................................................................ 338

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    LIST OF TABLES

    FIGURE 1: VERTICAL MARKET DEFINITIONS ......................................................................................................... 12

    FIGURE 2: USE OF WORKFORCE MANAGEMENT SYSTEMS, BY VERTICAL MARKET ........................................................ 21

    FIGURE 3: USE OF WORKFORCE MANAGEMENT SYSTEMS, BY CONTACT CENTER SIZE ................................................... 22

    FIGURE 4: FUNCTIONALITY USED WITHIN WFM SOLUTION.................................................................................... 23

    FIGURE 5: SCHEDULING OF MULTICHANNEL WORKFORCE ACTIVITY, BY CONTACT CENTER SIZE ...................................... 24

    FIGURE 6: WORKFORCE MANAGEMENT SYSTEM FUNCTIONALITY AND CAPABILITIES ................................................... 25

    FIGURE 7: USE OF CALL RECORDING, BY VERTICAL MARKET .................................................................................... 31

    FIGURE 8: USE OF CALL RECORDING, BY CONTACT CENTER SIZE .............................................................................. 32

    FIGURE 9: SITUATIONAL RECORDING CHOICES ..................................................................................................... 32

    FIGURE 10: STORAGE OF RECORDED CALLS, BY CONTACT CENTER SIZE ..................................................................... 33

    FIGURE 11: STORAGE OF RECORDED NON-VOICE INTERACTIONS, BY CONTACT CENTER SIZE ......................................... 34

    FIGURE 12: MOST USEFUL ADDITIONS OR IMPROVEMENTS TO INTERACTION RECORDING SOLUTION.............................. 35

    FIGURE 13: USE OF INTERACTION ANALYTICS, BY CONTACT CENTER SIZE .................................................................. 48

    FIGURE 14: USE OF HISTORICAL, REAL-TIME, SCREEN AND MULTICHANNEL INTERACTION ANALYTICS FUNCTIONALITY

    (RESPONDENTS USING INTERACTION ANALYTICS) .......................................................................................... 52

    FIGURE 15: USEFULNESS OF ANALYTICS SOLUTION ............................................................................................... 53

    FIGURE 16: FOCUS OF ANALYTICS ACTIVITY ........................................................................................................ 54

    FIGURE 17: FOCUS ON IMPROVEMENTS IN KPIS AND ACTIVITIES USING ANALYTICS .................................................... 55

    FIGURE 18: PRIORITY AREA FOR CONTACT CENTER IMPROVEMENT .......................................................................... 57

    FIGURE 19: HOW EF