Frost & Sullivan's annual survey of contact center solution decision-makers revealed that employee engagement is a top priority for contact center organizations in 2023. Organizations with more employee engagement initiatives benefit from higher employee satisfaction (eNPS) levels and lower attrition. Those with more solutions that support employees also received higher eNPS scores. Overall, there will be significant growth in the number of seats around the globe, with hybrid models flourishing, creating many opportunities for CX solution providers. Only 40% of companies deliver omnichannel customer experiences, not meeting the customers’ demand for seamless interactions across channels. Businesses cite the cost of implementation and system integration difficulties as top hurdles. Customers are unhappy when they have to repeat themselves as they move across channels. Continually automating processes will be critical for survival, but the execution must be well thought out. Customers are frustrated by virtual agents that do not understand them or what they need. Employees are stressed when dissatisfied customers are forwarded to them.
Frost & Sullivan’s approach to achieving these goals:
• Conduct an on-line customer survey of leaders involved in purchasing contact center solutions
• Have in-depth discussions with thought leaders in contact center organizations through
Frost & Sullivan’s CX Client Council, Contact Center MindXchanges, Webinars and Virtual Think Tanks
• Continuous conversations with key contact center solutions providers around the globe
Research Scope
The primary goals of this research are to:
- Understand the IT challenges contact center organizations face today
- Gauge remote/hybrid models
- Monitor the status of digital transformation in contact center organizations
- Assess the current and future use of contact center solutions
- Evaluate factors that drive investments in contact center solutions
- Gauge market and technology trends
- Appraise available IT budgets
- Measure perceptions by vertical industry
- Discover opportunities in different regions
Author: Alpa Shah
Strategic Objectives of this Study
Key Findings from the 2023 Contact Center Customer Survey
Critical 2023 Contact Center Issues Derived From Frost & Sullivan’s CX Client Council Annual Meeting
Critical 2023 Contact Center Issues Derived From Frost & Sullivan’s CX Client Council
Customer Research Methodology & Respondent Profile
Applications
Research Methodology
Top Goals—Why Organizational Objectives Contrast Contact Center Objectives
Executives Boards Say Customer-First Motto Still Rules
Building Trust and Ensuring Customer Loyalty When Automating Interactions
Building Trust and Ensuring Customer Loyalty While Automating for Survival
Voice Reigns While Virtual Agents Grow
As Companies Aim to Improve CX with “Empathy,” Sentiment Analysis is a High Priority
Top AI Technologies Acquired to Tackle Rising Costs and Network Security
95% of Contact Centers are Increasing or Maintaining the Number of Seats
IT Departments Opt for Easy-to-Implement, Manage, and Use Solutions
Proven Return on Investment (ROI) Compels Manufacturing Companies to Overhaul the Entire Contact Center
Travel and Hospitality Will Heavily Invest in Contact Center Solutions in 2023
Attrition Higher in Sectors that Require Agents to Have More Knowledge/Skills
How Organizations Will Keep Employees on Board—Flexible Locations is No Longer a Top Initiative
Employee Engagement Initiatives Can Reduce Attrition
Employee NPS Scores 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
Hybrid Models Flourish
Remote and Hybrid Agents at a Higher Risk of Attrition
Why Contact Centers are Moving to Remote and Hybrid Models
Virtual Agents Outperform Voice in the IT/Communications Industry and Operate Worse in the Retail and Travel/Hospitality Industries
Channel Dynamics—Last 12 Months
Customers are Frustrated with Agent Discontent and Lack of Personalized Care
AI-Infused Contact Center Technologies Needed to Improve Live Chat Interactions
Slow Response Time in the Email Channel Can be Detrimental for Businesses
Considerable Growth in the Use of Virtual Agents
Cost of Implementation is a Hurdle to Delivering Omnichannel Customer Experiences
Strategic Imperatives for CX Solution Providers
Flexible APIs are Important for Implementing Two-Factor Authentication and Chatbots in the Near-Term
Zoom’s Rise During the Pandemic Makes it a Leader for Collaboration in Contact Centers
Leveraging Talent Across the Enterprise Drives Investment in UCaaS and CCaaS Integration
Why is it Increasingly Difficult to Grow?
The Strategic Imperative 8™
Growth Opportunities Fuel the Growth Pipeline Engine™
List of Exhibits
List of Exhibits (continued)
List of Exhibits (continued)
Legal Disclaimer
List of Figures- Overall IT Decision Maker Survey Top Goals, Global, 2023–2024
- Contact Center IT Decision Maker Survey Top Goals, Global, 2022–2024
- Top Five Ways Executive Boards Plan to Measure Digital Transformation Strategy Success, Global, 2023
- Top Customer Experience Priorities in Contact Centers, Global, 2023–2024
- Interaction Channels Supported, Global, 2022–2024
- Investments in Contact Center Analytics, Global, 2022–2024
- Top AI Technologies Deployed or Plan to be Deployed Over the Next Two Years in Contact Centers, Global, 2022–2024
- Number of Agents in Contact Centers, Global, 2022
- Expected Number of Agents in Contact Centers, Global, 2023
- Top Five IT Challenges in Contact Centers: Global, 2023
- Industries Most Willing to Overhaul the Entire Contact Center for a New Vendor or Move to the Cloud IF ROI is Proven, Global, 2023
- Percent Of Respondents That Will Increase Investments In Contact Center Solutions: Global, 2023
- Rate of Attrition in Contact Centers: Global, 2022
- Rate of Attrition in Contact Centers by Vertical Industry: Global, 2022
- Employee Engagement Initiatives in Contact Centers, Global, 2023
- Annual Rate of Agent Attrition By No. of Employee Engagement Initiatives in Organization, Global, 2023
- Employee Satisfaction (eNPS) By No. of Employee Engagement Initiatives in Organization, Global, 2022–2023
- Employee Satisfaction (eNPS) By No. of Solutions Used in Organization, Global, 2022–2023
- CX Solutions Investment Plans, Global, 2022–2024
- Percent of Remote Agents, Global, 2022–2023
- Agents at High Risk of Attrition, Global, 2023
- Challenges Experienced by Remote Agents: Global, 2022
- Benefits of Hiring Remote Employees: Global, 2022
- Agent Performance Remote Vs. Onsite: Global, 2022
- Percent of Respondents “Extremely Satisfied” or “Very Satisfied” with Contact Center Interaction Channels, Global, 2022
- Shifts in the Number of Customer Interactions in Contact Centers, Global, 2023
- Shifts in the Number of Customer Interactions by Channel, Global, 2023
- Voice Key Performance Indicator Trends In Contact Centers, Global, 2022
- Top Three Customer Frustrations With Voice, Global, 2022
- Live Chat Interaction KPIs: Global, 2022
- Top Three Customer Frustrations with Live Chat: Global, 2022
- Email Interaction Channel KPIs, Global, 2022
- Top Three Frustrations with Email Channel, Global, 2022
- Virtual Agent Key Performance Indicators: Global, 2022
- Top Three Customer Frustrations with Virtual Agents, Global, 2022
- Level of Channel Omnichannel Integration in Contact Centers: Global, 2022
- Reasons Contact Centers are Unable to Deliver Omnichannel Customer Experiences: Global, 2022
- Use of CPaaS and Programmable Communications Via Flexible APIs in Contact Center Organizations, Global, 2022–2024
- Collaboration Tools Used in Contact Centers, Global, 2022
- Integration of UCaaS and CCaaS “Extremely” or “Very Important” to Contact Centers, Global, 2022
- Top Five Benefits of Integrating UCaaS and CCaaS, Global, 2022
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Frost & Sullivan's annual survey of contact center solution decision-makers revealed that employee engagement is a top priority for contact center organizations in 2023. Organizations with more employee engagement initiatives benefit from higher employee satisfaction (eNPS) levels and lower attrition. Those with more solutions that support employees also received higher eNPS scores. Overall, there will be significant growth in the number of seats around the globe, with hybrid models flourishing, creating many opportunities for CX solution providers. Only 40% of companies deliver omnichannel customer experiences, not meeting the customers’ demand for seamless interactions across channels. Businesses cite the cost of implementation and system integration difficulties as top hurdles. Customers are unhappy when they have to repeat themselves as they move across channels. Continually automating processes will be critical for survival, but the execution must be well thought out. Customers are frustrated by virtual agents that do not understand them or what they need. Employees are stressed when dissatisfied customers are forwarded to them.
Frost & Sullivan’s approach to achieving these goals:
• Conduct an on-line customer survey of leaders involved in purchasing contact center solutions
• Have in-depth discussions with thought leaders in contact center organizations through
Frost & Sullivan’s CX Client Council, Contact Center MindXchanges, Webinars and Virtual Think Tanks
• Continuous conversations with key contact center solutions providers around the globe--BEGIN PROMO--
Research Scope
The primary goals of this research are to:
- Understand the IT challenges contact center organizations face today
- Gauge remote/hybrid models
- Monitor the status of digital transformation in contact center organizations
- Assess the current and future use of contact center solutions
- Evaluate factors that drive investments in contact center solutions
- Gauge market and technology trends
- Appraise available IT budgets
- Measure perceptions by vertical industry
- Discover opportunities in different regions
Author: Alpa Shah
| Deliverable Type | Customer Research |
|---|---|
| Author | Alpa Shah |
| Industries | Information Technology |
| No Index | No |
| Is Prebook | No |
| Keyword 1 | contact center digital transformation |
| Keyword 2 | customer experience in digital transformation |
| Keyword 3 | digital transformation solutions |
| List of Charts and Figures | Overall IT Decision Maker Survey Top Goals, Global, 2023–2024~ Contact Center IT Decision Maker Survey Top Goals, Global, 2022–2024~ Top Five Ways Executive Boards Plan to Measure Digital Transformation Strategy Success, Global, 2023~ Top Customer Experience Priorities in Contact Centers, Global, 2023–2024~ Interaction Channels Supported, Global, 2022–2024~ Investments in Contact Center Analytics, Global, 2022–2024~ Top AI Technologies Deployed or Plan to be Deployed Over the Next Two Years in Contact Centers, Global, 2022–2024~ Number of Agents in Contact Centers, Global, 2022~ Expected Number of Agents in Contact Centers, Global, 2023~ Top Five IT Challenges in Contact Centers: Global, 2023~ Industries Most Willing to Overhaul the Entire Contact Center for a New Vendor or Move to the Cloud IF ROI is Proven, Global, 2023~ Percent Of Respondents That Will Increase Investments In Contact Center Solutions: Global, 2023~ Rate of Attrition in Contact Centers: Global, 2022~ Rate of Attrition in Contact Centers by Vertical Industry: Global, 2022~ Employee Engagement Initiatives in Contact Centers, Global, 2023~ Annual Rate of Agent Attrition By No. of Employee Engagement Initiatives in Organization, Global, 2023~ Employee Satisfaction (eNPS) By No. of Employee Engagement Initiatives in Organization, Global, 2022–2023~ Employee Satisfaction (eNPS) By No. of Solutions Used in Organization, Global, 2022–2023~ CX Solutions Investment Plans, Global, 2022–2024~ Percent of Remote Agents, Global, 2022–2023~ Agents at High Risk of Attrition, Global, 2023~ Challenges Experienced by Remote Agents: Global, 2022~ Benefits of Hiring Remote Employees: Global, 2022~ Agent Performance Remote Vs. Onsite: Global, 2022~ Percent of Respondents “Extremely Satisfied” or “Very Satisfied” with Contact Center Interaction Channels, Global, 2022~ Shifts in the Number of Customer Interactions in Contact Centers, Global, 2023~ Shifts in the Number of Customer Interactions by Channel, Global, 2023~ Voice Key Performance Indicator Trends In Contact Centers, Global, 2022~ Top Three Customer Frustrations With Voice, Global, 2022~ Live Chat Interaction KPIs: Global, 2022~ Top Three Customer Frustrations with Live Chat: Global, 2022~ Email Interaction Channel KPIs, Global, 2022~ Top Three Frustrations with Email Channel, Global, 2022~ Virtual Agent Key Performance Indicators: Global, 2022~ Top Three Customer Frustrations with Virtual Agents, Global, 2022~ Level of Channel Omnichannel Integration in Contact Centers: Global, 2022~ Reasons Contact Centers are Unable to Deliver Omnichannel Customer Experiences: Global, 2022~ Use of CPaaS and Programmable Communications Via Flexible APIs in Contact Center Organizations, Global, 2022–2024~ Collaboration Tools Used in Contact Centers, Global, 2022~ Integration of UCaaS and CCaaS “Extremely” or “Very Important” to Contact Centers, Global, 2022~ Top Five Benefits of Integrating UCaaS and CCaaS, Global, 2022~ |
| Podcast | No |
| WIP Number | K864-01-00-00-00 |
Navigating Digital Transformation in Contact Centers—A Customer Perspective, Global, 2023 to 2024
Navigating Digital Transformation in Contact Centers—A Customer Perspective, Global, 2023 to 2024 Updated Research Available
Employee Engagement is the Top Corporate Objective
RELEASE DATE
02-Mar-2023
02-Mar-2023
REGION
North America
North America
Deliverable Type
Customer Research
Customer Research
Research Code: K864-01-00-00-00
SKU: IT04679-NA-CR_27477
$4,950.00
In stock
SKU
IT04679-NA-CR_27477