客服中心人力資源最佳化(WFO) 的進展 - 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個工作天內

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簡介目錄

人工智慧驅動的創新加速了客服中心的成長機會

Frost & Sullivan 將人力資源最佳化（WFO）定義為一種整合不同客服中心的勞動力應用程式以監控和分析客戶和專員互動、自動化流程並最佳化資源的策略。 WFO 是客服中心產業的重要部分，因為它可以提高效能、專員參與度和客戶經驗（CX）。

改善員工體驗（EX）是 WFO 策略的關鍵部分。這是顧客關懷長期以來的努力，因為客服中心產業傳統上員工離職率很高（專員解約率）。由於多種原因，努力解決客戶流失問題，包括更換和培訓專員的成本、經驗豐富、知識淵博的專員（以及與他們相關的知識）的流失，以及不滿意的專員可能對客戶互動產生的直接影響。

WFO 包含了較小的勞動力敬業度管理（WEM）框架下的補充功能，重點是招募、入職、評估、培訓、輔導和獎勵員工，這在 WFO 策略中非常重要。

WEM 是一個廣泛的類別，包含思考方式和解決方案集。這個想法源自於這樣的認知：EX 和 CX 同樣重要且相互依賴，客服中心的所有領域都會影響 WEM。這包括增強自助服務管道，避免即時專員互動，並減少專員在更複雜的呼叫期間的工作量，以提高專員參與度。

WFO 的改進迅速加速，尤其是隨著人工智慧技術的引進。例如，許多解決方案供應商行銷虛擬專員輔助機器人，這些機器人可以創建即時記錄、執行分析、在互動過程中指導專員以及創建通話後摘要。這些相同的工具還可以自動即時識別培訓和輔導機會。遊戲化一度被普遍認為是「必備」功能，但其功能和受歡迎程度不斷成長，在客服中心內外都具有經過驗證的投資回報率。

該見解說明了當今影響客服中心WFO 的趨勢和創新，特別是人工智慧技術的使用。它概述了解決方案供應商透過利用成熟的技術和企業市場需求可獲得的成長機會。也重點介紹了解決方案供應商對 WFO 產生影響的一些用例。

客戶調查方法與受訪者概況
主要目標：為什麼組織目標和客服中心目標不同
透過員工敬業度努力降低離職率
NTT2023，全球客戶經驗報告：WFO 主要發現
透過敬業度努力和實施正確的解決方案，顯著提高員工淨推薦值（eNPS）
品質監控和績效管理分析是員工敬業度的首要投資

WFO技術進步與投資

員工生命週期階段
從確保代理席位到高品質招募：人工智慧和自動化吸引最優秀的人才並減少離職率。
特色解決方案：Verint 智慧面試
特色解決方案：Zenarate 的 AI Coach Agent 開發平台
特色解決方案：Zenarate 的 AI Coach - 詳細資訊
特色解決方案：Zoho Recruitment
使用人工智慧為員工提供支援
特色解決方案：Cisco的 AI 助理
數位轉型時代的預測與調度
特色解決方案：NICE 的 TTI（真實區間）分析

解決方案供應商範例

Calabrio
CallMiner

成長機會分析

WFO 成長動力
成長抑制因素

成長機會宇宙

成長機會1：實現現場助理和虛擬助理的最佳組合
成長機會2：使用 AI 最佳化專員生命週期
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簡介目錄

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