客服中心人力资源优化(WFO) 的进展 - 全球

Advancements in Contact Center Workforce Optimization-Global

出版日期: 2024年02月02日 | 出版商:

Frost & Sullivan | 英文 45 Pages | 商品交期: 最快1-2个工作天内

价格

简介目录

人工智慧驱动的创新加速了客服中心的成长机会

Frost & Sullivan 将人力资源优化(WFO) 定义为一种整合不同客服中心的劳动力应用程式以监控和分析客户和座席互动、自动化流程并优化资源的策略。 WFO 是客服中心产业的重要部分，因为它可以提高效能、座席参与度和客户经验(CX)。

改善员工体验 (EX) 是 WFO 策略的关键部分。这是顾客关怀长期以来的努力，因为客服中心产业传统上员工离职率很高（座席解约率）。由于多种原因，包括座席更换和培训的成本、经验丰富且知识渊博的座席（及其知识）的流失，以及不满意的座席对客户互动的直接影响，我们离职率努力。

WFO 在一个名为「劳动力敬业度管理」(WEM) 的较小框架下包含补充功能，专注于招募、入职、评估、培训、辅导和劳动力激励，这对我提出的 WFO 策略至关重要。

WEM 是一个广泛的类别，包含思考方式和解决方案集。这个想法源自于这样的认知：EX 和 CX 同样重要且相互依赖，客服中心的所有领域都会影响 WEM。这包括增强自助服务管道，避免即时座席互动，并减少座席在更复杂的呼叫期间的工作量，以提高座席参与度。

WFO 的改进正在迅速加速，尤其是随着人工智慧技术的引入。例如，许多解决方案供应商正在行销虚拟座席辅助机器人，这些机器人可以创建即时记录、执行分析、在互动过程中指导座席以及创建通话后摘要。这些相同的工具还可以自动即时识别培训和辅导机会。游戏化一度被普遍认为是「必备」功能，但其功能和受欢迎程度正在不断增长，在客服中心内外都具有经过验证的投资回报率。

该见解说明了当今影响客服中心WFO 的趋势和创新，特别是人工智慧技术的使用。它概述了解决方案供应商透过利用成熟的技术和企业市场需求可获得的成长机会。我们也重点介绍了解决方案供应商对 WFO 产生影响的一些用例。

客户调查方法与受访者概况
主要目标：为什么组织目标和客服中心目标不同
透过员工敬业度努力降低离职率
NTT 2023，全球客户经验报告：WFO 主要发现
透过敬业度努力和实施正确的解决方案，显着提高员工净推荐值 (eNPS)
品质监控和绩效管理分析是员工敬业度的首要投资

WFO技术进步与投资

员工生命週期阶段
从确保代理席位到高品质招募：人工智慧和自动化吸引最优秀的人才并减少离职率。
特色解决方案：Verint 智慧面试
特色解决方案：Zenarate 的 AI Coach Agent 开发平台
特色解决方案：Zenarate 的 AI Coach - 详细信息
特色解决方案：Zoho Recruitment
使用人工智慧为员工提供支援
特色解决方案：思科的 AI 助理
数位转型时代的预测与调度
特色解决方案：NICE 的 TTI（真实区间）分析

解决方案供应商范例

Calabrio
CallMiner

成长机会分析

WFO 成长动力
成长抑制因素

成长机会宇宙

成长机会 1：实现现场助理和虚拟助理的最佳组合
成长机会 2：使用 AI 优化座席生命週期
图表列表
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简介目录

Product Code: K935-76

Innovation Powered by AI Is Accelerating Contact Center Growth Opportunities

Frost & Sullivan defines workforce optimization (WFO) as a strategy to integrate disparate contact center workforce applications, monitor and analyze customer and agent interactions, and automate processes to optimize resources. WFO is an important segment of the contact center industry because it drives performance, agent engagement, and an improved customer experience (CX).

Improving employee experience (EX) is a critical part of a WFO strategy. This has been a longstanding effort within customer care because the contact center industry has traditionally had high employee turnover (agent churn). Efforts are well underway to address churn for multiple reasons, including the cost of replacing and training agents, the loss of more seasoned, knowledgeable agents (and that knowledge with them), and the direct impact that unhappy agents can have on customer interactions.

Inclusive to WFO are complementary functions under a smaller umbrella of workforce engagement management (WEM) that focus on recruitment, onboarding, evaluating, training, coaching, and motivating the workforce, which is critical in WFO strategies.

WEM is a broad category that embraces both mindsets and solution sets. The mindset springs from the realization that EX and CX are equally important and interdependent-all areas of the contact center impact WEM. This includes enhancements to self-service channels that deflect live agent interactions or reduce agent effort during more complex calls to improve agent engagement.

WFO improvements are rapidly accelerating, particularly through the infusion of AI technologies. For instance, myriad solution providers are marketing virtual agent assist bots that construct real-time transcriptions and perform analytics to guide agents during interactions and create post-call summaries. These same tools can also automatically pinpoint training and coaching opportunities in real time. Gamification, which was previously generally thought of as a nice-to-have feature, has grown in capabilities and popularity due to its demonstrable benefits inside and outside the contact center with a solid return on investment (ROI).

This insight details the trends and innovations that are impacting contact center WFO today, particularly through the use of AI technologies. It outlines growth opportunities that solution providers can attain by taking advantage of maturing technologies and enterprise market needs. It also lays out a sampling of solution provider use cases that are having an impact on WFO.

Strategic Imperatives

Why is it Increasingly Difficult to Grow?
The Strategic Imperative 8™
The Impact of the Top Three Strategic Imperatives on the Global Workforce Optimization (WFO) Market
Strategic Objectives of This Study
Growth Opportunities Fuel the Growth Pipeline Engine™

Growth Environment

The State of the Workforce Optimization Market-2024
The Workforce Optimization Market
Workforce Engagement Growth Environment

2023 Global Contact Center Survey Results/Methodology

Customer Research Methodology and Respondent Profile
Top Goals: Why Organizational Objectives Contrast Contact Center Objectives
Employee Engagement Initiatives Can Reduce Attrition
NTT 2023 Global Customer Experience Report: WFO Key Findings
Employee Net Promotor Scores (eNPS) Are 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

Advancements and Investments in WFO Technology

The Stages of an Employee Life Cycle
From Filling Agent Seats to Quality Hires: Insuring Best Fit and Reducing Churn through AI and Automation
Solutions Spotlight: Verint Intelligent Interviewing
Solutions Spotlight: Zenarate AI Coach Agent Development Platform
Solutions Spotlight: Zenarate AI Coach-Deeper Dive
Solutions Spotlight: Zoho Recruit
AI-Powered Employee Assistance
Solutions Spotlight: Cisco AI Assistant
Forecasting and Scheduling in the Age of Digital Transformation
Solutions Spotlight: NICE True to Interval (TTI) Analytics