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封面
市场调查报告书
商品编码
1892077

全球代理商互动趋势：客户观点

Global Agent Engagement Trends: A Customer Perspective
出版日期: | 出版商: Frost & Sullivan | 英文 27 Pages | 商品交期: 最快1-2个工作天内

价格
简介目录

借助人工智慧驱动的自动化，客服人员成为成功客户体验 (CX) 的核心。

当前全球政治经济的不确定性促使经营团队重新专注于客户体验 (CX)。这种关注也延伸至安全、业务永续营运和营运效率。市场渗透、人工智慧应用和提升员工体验等更具策略性和长期性的目标在 2025 年和 2026 年的优先事项中有所下降。然而，这些目标仍然是超过半数公司最关注的重点。

虽然人工智慧的应用使自助服务管道能够处理更复杂的任务，但客服人员处理的客户咨询也变得更加复杂且情绪化。客户投诉最多的问题包括等待时间过长、缺乏个人化服务、问题解决速度慢。这促使客服中心重新聚焦于提升客服人员的技能，并致力于招募和留住合适的人才，以帮助客服人员更有效率、更有效地解决问题。

这项研究检验了决策者在各种客服中心和客户体验 (CX) 解决方案方面的投资重点，确定了互动趋势，并探讨了实施人工智慧的好处和挑战。

我们邀请了各大产业、不同规模公司和不同地区的客服中心解决方案采购决策者参与线上调查。

受访者分布在以下地区：北美、拉丁美洲、欧洲、亚太地区和中东。

调查週期：2025年5月至6月；受访者人数：901人

调查行业包括：资讯科技/电信、银行、金融和保险（BFSI）、医疗保健、零售、製造业、旅游和酒店业、客服中心外包商以及公共管理。

调查期间：2025年至2027年

目录

议程

调查目标和调查方法

  • 调查目标和调查方法

受访者概况

主要发现

  • 主要发现

代理商趋势和WEM投资计划

  • 您在事业层级的关键目标是什么？
  • 客服中心如何改善员工体验？
  • 客服中心是否正在投资能够改善员工体验的解决方案？
  • 客服中心解决方案是否提高了员工的净推荐值 (NPS)？
  • 生成式人工智慧如何影响客服中心绩效？
  • 客服中心是否正在裁减客服人员？
  • 2024年至2025年，关键绩效指标（KPI）将如何改变？

摘要

  • 摘要

附录

  • 成长机会是成长管道引擎
  • 为什么经济成长变得越来越困难？
  • 策略要务

未来计划

  • 成长机会带来的益处和影响
  • 未来计划
  • 附件清单
  • 免责声明
简介目录
Product Code: KB96-76

With AI-Driven Automation, Agents Are Critical for Successful CX

Business leaders have renewed their focus on CX, given the current global political and economic uncertainty. This focus extends to attention on security, business continuity, and operational efficiencies. More strategic, long-term objectives, such as market penetration, embracing AI, and enhancing employee experience, rank lower for the 2025-2026 period. However, these priorities remain top of mind for more than half of businesses.

As AI infusion fuels the usage of self-service channels for increasingly complex tasks, the calls reaching agents are even more complicated and emotional. Top customer frustrations include long wait times, a lack of personalization, and slow resolution times. These are driving factors for contact centers' renewed focus on upskilling agents and hiring and retaining the right talent to empower agents to resolve issues more efficiently and effectively.

This study examines the investment priorities of contact center solution decision-makers for a diverse range of contact center and CX solutions, identifies interaction trends, and explores the benefits and challenges of AI implementation.

Contact center solution purchase decision-makers across major verticals, business sizes, and regions were invited to participate in an online survey.

Respondents were located in the following regions: -North America -Latin America -Europe -Asia Pacific -Middle East

Field Work: May to June 2025; 901 respondents

Verticals surveyed: -IT/Communications -Banking/Finance/Insurance (BFSI) -Healthcare -Retail -Manufacturing -Travel and Hospitality -CC Outsourcers -Public administration

Study Period: 2025 to 2027

Table of Contents

Agenda

Research Objectives and Methodology

  • Research Objectives and Methodology

Respondent Profile

Key Findings

  • Key Findings

Agent Trends and WEM Investment Plans

  • What are the Top Business-level Objectives?
  • How are Contact Centers Enhancing Employee Experience?
  • Are Contact Centers Investing in Solutions to Improve the Employee Experience?
  • Are Contact Center Solutions Improving Employee NPS Scores?
  • How will GenAI impact contact center performance?
  • Are Contact Centers Reducing the Agent Workforce?
  • How are KPIS Shifting from 2024 to 2025?

The Last Word

  • The Last Word

Appendix

  • Growth Opportunities Fuel the Growth Pipeline Engine
  • Why Is It Increasingly Difficult to Grow?
  • The Strategic Imperative

Next Steps

  • Benefits and Impacts of Growth Opportunities
  • Next Steps
  • List of Exhibits
  • Legal Disclaimer