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個工作天內

價格

簡介目錄

永續發展只是開始——透過更廣泛的 ESG 策略為 CCaaS 提供者提供更新的機會

Frost & Sullivan 2022 年 6 月的研究「永續性和循環性議題 – ESG 保護下的客服中心成長機會」(K747-76) 強調了在更廣泛的 ESG 領域中低飛取得進展的成果。服務供應商的永續性努力。此分析是 2022 年 6 月研究的更廣泛更新。

在石油和天然氣、農業和化學等一些行業，很容易追蹤永續發展等 ESG 目標的進展。也就是說，CX 以及擴展的 CC 適用於跨行業，並為衡量 ESG 進展增加了另一層。以下四個關鍵永續發展目標是 CC解決方案供應商最強調的：

SDGs 3：健康與福祉 SDGs 9：工業、創新與基礎設施 SDGs 13：氣候變遷對策 SDGs 12：負責任的消費與生產

其他永續發展目標，例如促進供應商客戶和供應鏈中的性別平等（永續發展目標 5）以及使設備更易於使用（例如代理展示），繼續獲得資金（永續發展目標 8）。 CC 領域的組織正在創建能夠推動其他永續發展目標的解決方案。我們也擁有企業級技術，包括網路安全程序和產品組合（SDG 16）。以下是一些範例：

SDG 5：性別平等 SDG 8：體面工作和經濟成長 SDG 10：減少不平等 SDG 11：永續城市和社區（綠色建築） SDG 16：和平、正義和強力的機構

此成長機會分析檢驗了CC 產業解決方案供應商的 SDG 承諾和行動，作為更廣泛的 ESG 規劃的一部分。該分析詳細介紹了目前 ESG 領域的重點工作，並介紹了擅長對永續發展目標產生影響的提供者。

CC永續性和循環性的成長環境
CC 的永續性和循環性：行動範例
進度報告，2022-2024
ESG 客戶優先事項
生長促進因子
成長抑制因素
SDG 3：健康繁榮的生活 - 軟體應用
SDG 3：健康與繁榮的生活 - 物質環境
SDG 9：工業、創新與基礎設施
SDG 12：負責任的消費與生產
SDG 13：氣候變遷對策

供應商簡介

供應商簡介：思科
供應商簡介：Genesys
供應商簡介：Lumen Technologies (Lumen)
供應商簡介：NICE

成長機會領域

成長機會一：員工敬業度與企業團隊建立
成長機會 2：人工智慧驅動的 CC 解決方案可提高員工和客戶的幸福感
成長機會 3：透過協作和移動來提高 EX

附錄

定義

下一步

成長機會的好處和影響
行動項目和後續步驟
附件清單
免責聲明

簡介目錄

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