客服中心的 ESG 措施（2024 年）

ESG Initiatives in the Contact Center, 2024

出版日期: 2024年12月06日 | 出版商:

Frost & Sullivan | 英文 51 Pages | 商品交期: 最快1-2个工作天内

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简介目录

永续发展只是开始——透过更广泛的 ESG 策略为 CCaaS 提供者提供更新的机会

Frost & Sullivan 2022 年 6 月的研究「永续性和循环性议题 – ESG 保护下的客服中心成长机会」(K747-76) 强调了在更广泛的 ESG 领域中低飞取得进展的成果。服务供应商的永续性努力。此分析是 2022 年 6 月研究的更广泛更新。

在石油和天然气、农业和化学等一些行业，很容易追踪永续发展等 ESG 目标的进展。也就是说，CX 以及扩展的 CC 适用于跨行业，并为衡量 ESG 进展增加了另一层。以下四个关键永续发展目标是 CC解决方案供应商最强调的：

SDGs 3：健康与福祉 SDGs 9：工业、创新与基础设施 SDGs 13：气候变迁对策 SDGs 12：负责任的消费与生产

其他永续发展目标，例如促进供应商客户和供应链中的性别平等（永续发展目标 5）以及使设备更易于使用（例如代理展示），继续获得资金（永续发展目标 8）。 CC 领域的组织正在创建能够推动其他永续发展目标的解决方案。我们也拥有企业级技术，包括网路安全程序和产品组合（SDG 16）。以下是一些范例：

SDG 5：性别平等 SDG 8：体面工作和经济成长 SDG 10：减少不平等 SDG 11：永续城市和社区（绿色建筑） SDG 16：和平、正义和强有力的机构

此成长机会分析检验了CC 产业解决方案供应商的 SDG 承诺和行动，作为更广泛的 ESG 规划的一部分。该分析详细介绍了目前 ESG 领域的重点工作，并介绍了擅长对永续发展目标产生影响的提供者。

CC永续性和循环性的成长环境
CC 的永续性和循环性：行动范例
进度报告，2022-2024
ESG 客户优先事项
生长促进因子
成长抑制因素
SDG 3：健康繁荣的生活 - 软体应用
SDG 3：健康与繁荣的生活 - 物质环境
SDG 9：工业、创新与基础设施
SDG 12：负责任的消费与生产
SDG 13：气候变迁对策

供应商简介

供应商简介：思科
供应商简介：Genesys
供应商简介：Lumen Technologies (Lumen)
供应商简介：NICE

成长机会领域

成长机会一：员工敬业度与企业团队建立
成长机会 2：人工智慧驱动的 CC 解决方案可提高员工和客户的幸福感
成长机会 3：透过协作和移动来提高 EX

附录

定义

下一步

成长机会的好处和影响
行动项目和后续步骤
附件清单
免责声明

简介目录

Product Code: KA0D-76

Sustainability is Just the Start-Updating CCaaS Providers' Opportunities Through Broader ESG Strategies

Frost & Sullivan's June 2022 study, Sustainability and Circularity Matters-Contact Center Growth Opportunities Under the ESG Umbrella (K747-76), focused on CC service providers' sustainability efforts as low-hanging fruit for progress in the broader ESG area. This analysis serves as a broader update to the June 2022 study.

Some industries, including oil and gas, agriculture, and chemicals, make it easier to examine progress toward ESG goals, such as sustainability. Nevertheless, CX and, by extension, the CC apply to all industries and add another layer to measure ESG progress. The following 4 primary SDGs receive the most emphasis from CC solution providers as a whole:

SDG 3: Good Health and Well-being SDG 9: Industry, Innovation, and Infrastructure SDG 13: Climate Action SDG 12: Responsible Consumption and Production

Other SDGs, such as promoting gender equality among a vendor's customers and supply chains (SDG 5) or making equipment accessible (e.g., agent displays), continue to receive funding (SDG 8). Organizations in the CC area create solutions that advance other SDGs. In addition, they have technologies that address the entire enterprise, including network security procedures and portfolios (SDG 16). Here are a few examples:

SDG 5: Gender Equality SDG 8: Decent Work and Economic Growth SDG 10: Reduced Inequalities SDG 11: Sustainable Cities and Communities (green buildings) SDG 16: Peace, Justice, and Strong Institutions

This growth opportunity analysis examines efforts and actions on SDGs taken by solution providers in the CC industry as part of broader ESG plans. It details what efforts are currently table stakes in ESG and highlights some providers that are excelling in making an impact on SDGs.

Strategic Imperatives

Why is it Increasingly Difficult to Grow?
The Strategic Imperative 8™
The Impact of the Top 3 Strategic Imperatives on Environmental, Social, and Governance (ESG) in the Contact Center (CC) Industry

Contact Center ESG Backgrounder

ESG: The 3 Pillars
The CC Industry is Embracing Multiple Components of the UN's 17 SDGs
Frost & Sullivan Practice Areas
Sustainability and Circular Economy Practice
The Impact of the Top 4 SDGs on the CC Industry
Core SDGs for CC Providers

Growth Opportunity Analysis

Growth Environment for Sustainability and Circularity in CCs
CC Sustainability and Circularity: Action Examples
Progress Report: 2022 to 2024
ESG Customer Priorities
Growth Drivers
Growth Restraints
SDG 3: Good Health and Well-being-Software Applications
SDG 3: Good Health and Well-being-Physical Environment
SDG 9: Industry, Innovation, and Infrastructure
SDG 12: Responsible Consumption and Production
SDG 13: Climate Action

Provider Profiles

Vendor Profile: Cisco
Vendor Profile: Genesys
Vendor Profile: Lumen Technologies (Lumen)
Vendor Profile: NICE

Growth Opportunity Universe

Growth Opportunity 1: Employee Engagement and Corporate Team Building
Growth Opportunity 2: AI-powered CC Solutions to Increase Employee and Customer Well-being
Growth Opportunity 3: Collaboration and Mobility to Improve EX