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     156  0 Kommentare COVID-19, Brexit, Regulation Weigh on Contact Centers in U.K. and Europe - Seite 2



    With advances in technologies for remote work, a healthy mix of remote and brick-and-mortar working models is expected to emerge, according to the report.

    Worldwide, the pandemic led to call volumes sharply increasing in some industries, such as travel and insurance, and falling in others, such as retail. With wait times and call abandonment rates rising, customers of all ages are adopting digital channels such as email, social and asynchronous messaging, increasing the need for personalized, omnichannel customer experiences. Though triggered by the pandemic, these changes are likely to be irreversible, the report says.

    Many companies are looking to cloud contact center platforms to meet the new demands from both operational requirements and customer preferences. Providers that were using cloud platforms before the pandemic adapted more quickly to the need for remote work requirements and were better able to provide effective omnichannel experiences, ISG says. Cloud platforms with a full technology stack can include tools for better workforce management as well as analytics, AI and machine learning (ML) to enable more personalized services.

    The pandemic has led to a sharp spike in the use of automation, which is becoming a necessity, according to the report. When agents were being shifted to the new remote work model, many companies turned to AI or chatbots to handle basic queries. In addition, AI-powered speech, text and sentiment analytics and customer behavior prediction are enabling more meaningful conversations. Most call centers now are looking to scale up their automation capabilities while giving agents more specialized skills to field complex inquiries, ISG says.

    The 2020 ISG Provider Lens Contact Center – Customer Experience Services report for Europe and the U.K. evaluates the capabilities of 20 providers in a single quadrant: Digital Operations.

    The report names seven as leaders in the quadrant: Capita, Concentrix, Conduent, Sitel Group, Teleperformance, Transcom and Wipro. HGS was named as a Rising Star – a company with a “promising portfolio” and “high future potential” by ISG’s definition.

    Customized versions of the report are available from Conduent and Transcom.

    The 2020 ISG Provider Lens Contact Center – Customer Experience Services report for Europe and the U.K. is available to subscribers or for one-time purchase on this webpage.

    About ISG Provider Lens Research

    The ISG Provider Lens Quadrant research series is the only service provider evaluation of its kind to combine empirical, data-driven research and market analysis with the real-world experience and observations of ISG's global advisory team. Enterprises will find a wealth of detailed data and market analysis to help guide their selection of appropriate sourcing partners, while ISG advisors use the reports to validate their own market knowledge and make recommendations to ISG's enterprise clients. The research currently covers providers offering their services globally, across Europe and Latin America, as well as in the U.S., Germany, Switzerland, the U.K., France, the Nordics, Brazil and Australia/New Zealand, with additional markets to be added in the future. For more information about ISG Provider Lens research, please visit this webpage.

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    COVID-19, Brexit, Regulation Weigh on Contact Centers in U.K. and Europe - Seite 2 ISG Provider Lens report finds regional issues add to uncertainty as providers join global trends toward remote work, automation and cloud contact centersLONDON, Oct. 15, 2020 (GLOBE NEWSWIRE) - With the COVID-19 pandemic posing steep challenges …

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