The document provides an overview and summary of Dimension Data's 2016 Global Contact Centre Benchmarking Report. Some key findings from the Asia Pacific region include:
- Phone contacts in Asia Pacific already have among the lowest volumes globally, dropping from 65.7% to 55.7% of interactions in a single year as digital channels grow.
- 71% of centres anticipate growth in digital assisted transactions, while interaction levels overall are expected to continue rising.
- Omnichannel integration is a key focus, with over 1/5 of centres already fully integrated across channels.
Customer Contact Market Report
HIGHLIGHTS
Outsourcing still provides meaningful cost savings, representing roughly 20% of the total market with approximately 2.0 million outsourced agents located primarily in India and the Philippines.
Technology developments, vendor pruning, and consumer demand push providers to expand their product, service, and channel offerings.20
M&A activity expected to increase steadily in 2017 as corporate profits and consumer spending increases.
FCC onshoring initiatives continue to create jobs within big industry players via organic growth and acquisitions.19
Steady growth opportunities on a go-forward basis as the global customer contact management market is expected to grow to $81 billion by 2018 representing a CAGR of 6.1%.
U.S. based healthcare legislative changes and requirements will increase costs and complexity of compliance.
2015 YEAR IN REVIEW
Advancing technology and differentiation boost growth rates
2015 was an exciting year for the Customer Contact Management (CCM) industry, with huge strides in technology, automation, differentiation, and omni-channel diversification. Customers want to use the channel that most quickly solves their problems, including voice, chat, text, and social media. Corporate services expanded their technology offerings making large technological advances, as witnessed with Amazon's new Alexa -- a virtual assistant that can answer a wide variety of questions from weather to traffic. These technological advances around automation create a surge of efficiency and growth opportunities for CCM businesses. According to International Customer Management Institute (ICMI), nearly 55% of customers want an automated self-service experience, increasing efficiency and decreasing costs for businesses. In addition, 80% of companies plan to use customer service as a way to differentiate themselves from their competition.4
On the 5th December 2013, Intelecom took a trip into the future to look at the trends which will influence our contact centres and the way in which we deliver customer service. Featuring a fascinating key note from Gartner, Intelecom also took the opportunity to dispel some of the myths surrounding Cloud contact centres and highlighted the growing importance of Social Media in customer service.
New Standard for Customer Contact Performance
The world of customer contact was already changing dramatically. New channels were altering the way brands interacted with customers.
Automation was redefining the role of customer
engagement employees.
Cloud solutions and generational shifts were reshaping conceptions
about the traditional contact center environment.
The document discusses the market potential for Salesforce CRM in Bangalore based on a survey of 80 companies. The survey found the market potential to be 31.25%, with logistics having the highest potential at 33.3%. Key findings include that IT adoption among SMBs is low, with many using only basic communication and collaboration tools. While awareness of cloud-based CRM is growing, most non-users see no need for additional tools beyond email. The survey recommends creating more awareness of CRM's benefits and targeting sales/marketing teams and IT heads to increase adoption.
Why companies should care about e-care, Digital customer service is now a strategic imperative, but its adoption is hampered by weaknesses in delivery strategies and incomplete measurement of its effectiveness
Providing superior digital customer care, or e-care, can lower costs and increase customer satisfaction for companies. However, customers have been slow to adopt digital customer care channels like live chat and forums, instead preferring traditional channels like phone calls. There are four main reasons for customers' slow migration to digital care: 1) poor digital experiences that don't resolve issues, 2) unclear strategies from companies for migrating customers, 3) companies' fear of losing revenue from upsell/cross-sell opportunities, and 4) disorganized operations across digital care channels. For companies to succeed with e-care, they must make targeted investments, continuously optimize multichannel experiences, and support migration with a clear executive-level strategy.
This document provides a summary of a presentation on trends in the South African contact centre industry from 2009 to 2010 and beyond. It discusses key challenges such as increasing customer satisfaction while reducing costs and risks. It provides statistics on the size and characteristics of the South African contact centre industry. It also examines important trends such as staffing issues, technology developments, outsourcing, connectivity improvements, the growth of social media, and new legislation that will impact the industry.
Customer Contact Market Report
HIGHLIGHTS
Outsourcing still provides meaningful cost savings, representing roughly 20% of the total market with approximately 2.0 million outsourced agents located primarily in India and the Philippines.
Technology developments, vendor pruning, and consumer demand push providers to expand their product, service, and channel offerings.20
M&A activity expected to increase steadily in 2017 as corporate profits and consumer spending increases.
FCC onshoring initiatives continue to create jobs within big industry players via organic growth and acquisitions.19
Steady growth opportunities on a go-forward basis as the global customer contact management market is expected to grow to $81 billion by 2018 representing a CAGR of 6.1%.
U.S. based healthcare legislative changes and requirements will increase costs and complexity of compliance.
2015 YEAR IN REVIEW
Advancing technology and differentiation boost growth rates
2015 was an exciting year for the Customer Contact Management (CCM) industry, with huge strides in technology, automation, differentiation, and omni-channel diversification. Customers want to use the channel that most quickly solves their problems, including voice, chat, text, and social media. Corporate services expanded their technology offerings making large technological advances, as witnessed with Amazon's new Alexa -- a virtual assistant that can answer a wide variety of questions from weather to traffic. These technological advances around automation create a surge of efficiency and growth opportunities for CCM businesses. According to International Customer Management Institute (ICMI), nearly 55% of customers want an automated self-service experience, increasing efficiency and decreasing costs for businesses. In addition, 80% of companies plan to use customer service as a way to differentiate themselves from their competition.4
On the 5th December 2013, Intelecom took a trip into the future to look at the trends which will influence our contact centres and the way in which we deliver customer service. Featuring a fascinating key note from Gartner, Intelecom also took the opportunity to dispel some of the myths surrounding Cloud contact centres and highlighted the growing importance of Social Media in customer service.
New Standard for Customer Contact Performance
The world of customer contact was already changing dramatically. New channels were altering the way brands interacted with customers.
Automation was redefining the role of customer
engagement employees.
Cloud solutions and generational shifts were reshaping conceptions
about the traditional contact center environment.
The document discusses the market potential for Salesforce CRM in Bangalore based on a survey of 80 companies. The survey found the market potential to be 31.25%, with logistics having the highest potential at 33.3%. Key findings include that IT adoption among SMBs is low, with many using only basic communication and collaboration tools. While awareness of cloud-based CRM is growing, most non-users see no need for additional tools beyond email. The survey recommends creating more awareness of CRM's benefits and targeting sales/marketing teams and IT heads to increase adoption.
Why companies should care about e-care, Digital customer service is now a strategic imperative, but its adoption is hampered by weaknesses in delivery strategies and incomplete measurement of its effectiveness
Providing superior digital customer care, or e-care, can lower costs and increase customer satisfaction for companies. However, customers have been slow to adopt digital customer care channels like live chat and forums, instead preferring traditional channels like phone calls. There are four main reasons for customers' slow migration to digital care: 1) poor digital experiences that don't resolve issues, 2) unclear strategies from companies for migrating customers, 3) companies' fear of losing revenue from upsell/cross-sell opportunities, and 4) disorganized operations across digital care channels. For companies to succeed with e-care, they must make targeted investments, continuously optimize multichannel experiences, and support migration with a clear executive-level strategy.
This document provides a summary of a presentation on trends in the South African contact centre industry from 2009 to 2010 and beyond. It discusses key challenges such as increasing customer satisfaction while reducing costs and risks. It provides statistics on the size and characteristics of the South African contact centre industry. It also examines important trends such as staffing issues, technology developments, outsourcing, connectivity improvements, the growth of social media, and new legislation that will impact the industry.
B2B decision-maker preferences and behaviors have shifted dramatically since the onset of COVID. The GTM revolution is here and B2B sales is forever changed.
Based on a review of tech vendors from Call Center Week, Contact Center Technology Trends: Part 2 spotlights innovations in language interpreting, callback technologies, workforce management, CRM and analytics.
International Journal of Business and Management Invention (IJBMI)inventionjournals
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
The Journal will bring together leading researchers, engineers and scientists in the domain of interest from around the world. Topics of interest for submission include, but are not limited to
Mobile, cloud, social media, and analytics are tools that have given birth to an age where technology has become the foundation of any successful business—a prime driver of market differentiation, business growth, innovation, adaptability, collaboration and profitability. In short, every business is now a digital business, and those in which the full C-suite understand the benefits of digital are those that are likely to be most successful.
As governments and organizations continue to work toward containing COVID-19 and stem the growing humanitarian toll it is exacting, the economic effects are also beginning to be felt. Through a series of regular, global surveys, we are tracking how customers’ expectations, spending, and behaviors are changing throughout the crisis across multiple countries over time.
B2B decision-maker preferences and behaviors have shifted dramatically since the onset of COVID. The GTM revolution is here and B2B sales is forever changed.
The document discusses integrated marketing and the challenges facing marketers. It summarizes key challenges such as the data explosion, social media growth, shifting consumer demographics, and the need for customer collaboration. It then discusses how IBM's Intelligent Advisor solution addresses these challenges through its capabilities for capturing customer data, analyzing insights, and executing targeted campaigns across channels. Finally, it outlines how a complete integrated marketing management solution can optimize the customer experience and journey from awareness to loyalty.
The document discusses how technology investments are shifting from standalone point solutions to end-to-end solutions that span customer journeys. It notes that investments are moving through three phases - from an initial "dawning" phase where visionary firms experiment with point solutions, to an "awareness" phase where limitations of point solutions become clear, to an "acceptance" phase where most firms recognize the need for end-to-end solutions to remain competitive. Enterprise architecture professionals should help their firms address challenges in scaling end-to-end customer experiences through a business technology agenda.
A study by Nucleus Research found that adding mobile access and social collaboration capabilities to CRM systems can significantly increase salesforce productivity. Specifically, providing mobile device access increased productivity by 14.6% on average, while also incorporating social features led to an additional 11.8% boost. Taken together, CRM systems that included both mobile and social capabilities saw productivity gains of 26.4%. The study was based on surveys of over 200 CRM decision makers across companies of various sizes.
Beyond Omnichannel: Determining the Right Channel MixCognizant
Many companies believe that simply adding more customer channels or reducing the time it takes to handle customer queries will boost customer satisfaction and enhance the customer experience. Yet the proliferation of digital technologies and touchpoints have made it more difficult to track customer preferences and purchasing traits. By identifying customers’ preferred contact channels, companies can more effectively engage, serve, and retain them while driving profitable growth.
B2B decision-maker preferences and behaviors have shifted dramatically since the onset of COVID. The GTM revolution is here and B2B sales is forever changed.
The document outlines the agenda and assignments for an internet marketing class. It discusses current events in mobile marketing and reviews concepts around customer relationship management (CRM) and customer service. It then provides a lecture on key trends in the wireless future, including the evolution of mobile devices and platforms, the rise of smartphone usage, and opportunities for mobile internet advertising.
B2B decision-maker preferences and behaviors have shifted dramatically since the onset of COVID. The GTM revolution is here and B2B sales is forever changed.
The document discusses key concepts in customer relationship management (CRM). It defines CRM as a business strategy focused on placing the customer at the center of a company's processes and culture. The summary highlights:
1) CRM involves acquiring new customers, enhancing existing customer profitability through cross-selling and up-selling, and retaining the most profitable customers.
2) Implementing CRM requires integrating customer data, contact points, and end-to-end business processes across departments. It also involves data mining and metrics to measure success.
3) Studies show CRM improves customer retention and satisfaction, which can significantly boost a company's revenues and profits over time. However, proper implementation requires overcoming internal collaboration
Dimension Data evolves today's workspaces to embrace the way employees and customers live, work and interact by leveraging the power of social, mobile, analytics and cloud.
The document discusses the benefits of meditation for reducing stress and anxiety. Regular meditation practice can help calm the mind and body by lowering heart rate and blood pressure. Studies have shown that meditating for just 10-20 minutes per day can have significant positive impacts on both mental and physical health over time.
2015 Global Contact Centre Benchmarking Report key findingsDImension Data
Key findings from the 2015 Global Contact Centre Benchmarking Report. Based on data collected from 901 organisations from 72 countries, this report presents a comprehensive global overview of the state of multichannel interactions, and customer management in contact centres.
For further information, and to get your copy of the Report, visit: www.dimensiondata.com/ccbenchmarking
Digitisation is driving many of the changes we’re seeing in security, and we have to move from device sales to outcome management to partner with our clients on the journey of digital transformation. The security paradigm has to be reviewed, renewed, and re-enacted to shift away from fear-based to opportunity-based, allowing cybersecurity to provide new value as an enablement tool for businesses and consumers alike.
Learn more about cybersecurity for the digital age
2015 Global Contact Centre Benchmarking Report key findingsAndrew McNair
Frequently cited by industry analysts and quoted by the media, the Dimension Data Global Contact Centre Benchmarking Report is widely acknowledged as the most useful, authoritative and comprehensive report of its kind. It's designed to provide a single point of reference on key aspects affecting customer
management in today's contact centres.
B2B decision-maker preferences and behaviors have shifted dramatically since the onset of COVID. The GTM revolution is here and B2B sales is forever changed.
Based on a review of tech vendors from Call Center Week, Contact Center Technology Trends: Part 2 spotlights innovations in language interpreting, callback technologies, workforce management, CRM and analytics.
International Journal of Business and Management Invention (IJBMI)inventionjournals
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
The Journal will bring together leading researchers, engineers and scientists in the domain of interest from around the world. Topics of interest for submission include, but are not limited to
Mobile, cloud, social media, and analytics are tools that have given birth to an age where technology has become the foundation of any successful business—a prime driver of market differentiation, business growth, innovation, adaptability, collaboration and profitability. In short, every business is now a digital business, and those in which the full C-suite understand the benefits of digital are those that are likely to be most successful.
As governments and organizations continue to work toward containing COVID-19 and stem the growing humanitarian toll it is exacting, the economic effects are also beginning to be felt. Through a series of regular, global surveys, we are tracking how customers’ expectations, spending, and behaviors are changing throughout the crisis across multiple countries over time.
B2B decision-maker preferences and behaviors have shifted dramatically since the onset of COVID. The GTM revolution is here and B2B sales is forever changed.
The document discusses integrated marketing and the challenges facing marketers. It summarizes key challenges such as the data explosion, social media growth, shifting consumer demographics, and the need for customer collaboration. It then discusses how IBM's Intelligent Advisor solution addresses these challenges through its capabilities for capturing customer data, analyzing insights, and executing targeted campaigns across channels. Finally, it outlines how a complete integrated marketing management solution can optimize the customer experience and journey from awareness to loyalty.
The document discusses how technology investments are shifting from standalone point solutions to end-to-end solutions that span customer journeys. It notes that investments are moving through three phases - from an initial "dawning" phase where visionary firms experiment with point solutions, to an "awareness" phase where limitations of point solutions become clear, to an "acceptance" phase where most firms recognize the need for end-to-end solutions to remain competitive. Enterprise architecture professionals should help their firms address challenges in scaling end-to-end customer experiences through a business technology agenda.
A study by Nucleus Research found that adding mobile access and social collaboration capabilities to CRM systems can significantly increase salesforce productivity. Specifically, providing mobile device access increased productivity by 14.6% on average, while also incorporating social features led to an additional 11.8% boost. Taken together, CRM systems that included both mobile and social capabilities saw productivity gains of 26.4%. The study was based on surveys of over 200 CRM decision makers across companies of various sizes.
Beyond Omnichannel: Determining the Right Channel MixCognizant
Many companies believe that simply adding more customer channels or reducing the time it takes to handle customer queries will boost customer satisfaction and enhance the customer experience. Yet the proliferation of digital technologies and touchpoints have made it more difficult to track customer preferences and purchasing traits. By identifying customers’ preferred contact channels, companies can more effectively engage, serve, and retain them while driving profitable growth.
B2B decision-maker preferences and behaviors have shifted dramatically since the onset of COVID. The GTM revolution is here and B2B sales is forever changed.
The document outlines the agenda and assignments for an internet marketing class. It discusses current events in mobile marketing and reviews concepts around customer relationship management (CRM) and customer service. It then provides a lecture on key trends in the wireless future, including the evolution of mobile devices and platforms, the rise of smartphone usage, and opportunities for mobile internet advertising.
B2B decision-maker preferences and behaviors have shifted dramatically since the onset of COVID. The GTM revolution is here and B2B sales is forever changed.
The document discusses key concepts in customer relationship management (CRM). It defines CRM as a business strategy focused on placing the customer at the center of a company's processes and culture. The summary highlights:
1) CRM involves acquiring new customers, enhancing existing customer profitability through cross-selling and up-selling, and retaining the most profitable customers.
2) Implementing CRM requires integrating customer data, contact points, and end-to-end business processes across departments. It also involves data mining and metrics to measure success.
3) Studies show CRM improves customer retention and satisfaction, which can significantly boost a company's revenues and profits over time. However, proper implementation requires overcoming internal collaboration
Dimension Data evolves today's workspaces to embrace the way employees and customers live, work and interact by leveraging the power of social, mobile, analytics and cloud.
The document discusses the benefits of meditation for reducing stress and anxiety. Regular meditation practice can help calm the mind and body by lowering heart rate and blood pressure. Studies have shown that meditating for just 10-20 minutes per day can have significant positive impacts on both mental and physical health over time.
2015 Global Contact Centre Benchmarking Report key findingsDImension Data
Key findings from the 2015 Global Contact Centre Benchmarking Report. Based on data collected from 901 organisations from 72 countries, this report presents a comprehensive global overview of the state of multichannel interactions, and customer management in contact centres.
For further information, and to get your copy of the Report, visit: www.dimensiondata.com/ccbenchmarking
Digitisation is driving many of the changes we’re seeing in security, and we have to move from device sales to outcome management to partner with our clients on the journey of digital transformation. The security paradigm has to be reviewed, renewed, and re-enacted to shift away from fear-based to opportunity-based, allowing cybersecurity to provide new value as an enablement tool for businesses and consumers alike.
Learn more about cybersecurity for the digital age
2015 Global Contact Centre Benchmarking Report key findingsAndrew McNair
Frequently cited by industry analysts and quoted by the media, the Dimension Data Global Contact Centre Benchmarking Report is widely acknowledged as the most useful, authoritative and comprehensive report of its kind. It's designed to provide a single point of reference on key aspects affecting customer
management in today's contact centres.
The document outlines the agenda for a presentation on omnichannel customer experience (CX) and digital transformation. The agenda includes discussions on the meaning and impact of omnichannel CX and digital transformation based on a 2017 CX benchmark report. It will also cover developing a 2020 vision for CX, assessing digital maturity, and defining a contact centre strategy for the omnichannel CX ecosystem. Interactive sessions are planned to help attendees attain their 2020 omnichannel CX vision.
This document provides an overview of RightNow's Web Experience Solution for providing self-service customer support through a branded online portal. It discusses challenges with customer support over phone and email, and how the RightNow solution allows companies to provide support through their website using features like FAQs, search, links to live support channels, and a customizable interface. Case studies are presented showing how various companies were able to improve customer satisfaction, reduce costs, and increase sales through implementing RightNow's web self-service solution.
Get your free whitepaper at https://ap.pn/2M6sDs4
New customer expectations across all facets of engagement are challenging how traditional contact centers operate. Pressure is building to optimize customer experience, improve agent productivity, and deliver on strategic business initiatives.
But, the market conditions are changing and organizations have to be prepared to embrace:
-- The growing complexity and number of communication channels
-- New and evolving regulatory compliance requirements
-- Disruptive technologies, including Artificial Intelligence (AI) and Robotic Process Automation (RPA)
Forward thinking leaders are leveraging technology to transform their operations into Intelligent Contact Centers™, redefining the customer experience—and business value they bring to the organization.
Download the whitepaper for insight into how organizations are building next generation contact center applications. https://ap.pn/2M6sDs4
The document discusses strategies for successful digital transformation. It argues that the most common mantras of "technology is key" and "ambition is all it takes" often fail because digital transformations require focusing on people, processes, and customer experience instead. The document outlines an approach of establishing a clear vision, getting feedback from customers, improving transparency and processes, and using technology to enable other changes rather than being the primary driver. It provides examples from one company's digital transformation journey of improving processes, using data to enhance the customer experience, and introducing new digital services and channels.
1) Customers are likely to stop doing business with a company after a single bad experience, so delivering exceptional customer service is important.
2) Most customers will return if an issue is resolved, and nearly all will return if the issue is resolved quickly.
3) RightNow software focuses on the three most important customer experiences: the website, social media, and contact centers. It uses analytics and a proven methodology to improve customer experience while reducing costs.
The document discusses enhancing customer experience for a telecommunications company. It outlines typical challenges such as slow customer response times and activating customers across multiple channels. It proposes an omni-channel solution using Genesys to address all customer touchpoints like voice, SMS, social media and live chat. The solution would also use CRM, marketing automation, a knowledge base and business intelligence tools to improve the customer journey, reduce costs and drive revenues. Social media monitoring and publishing capabilities are demonstrated. Overall the solution aims to provide a centralized customer care platform for a better customer experience.
Webinar: Enterprise Service Management 101Axios Systems
Despite being over a decade old, adoption of Enterprise Service Management (ESM) has grown significantly in the last few years. Improving back-office operations via workforce automation and enhanced productivity as well as an enabler for digital transformation, ESM supports better business outcomes across the organization.
Find out more about the opportunities of ESM in our webinar with Stephen Mann of ITSM.Tools.
Contact Center 09 – Not Just Surviving But Thriving In A Down EconomyRightNow Technologies
Keynote speaker, Donna Fluss, president of DMG Consulting, shares key strategies to help you:
- Improve productivity by reducing expenses
- Provide an outstanding customer experience
- Generate incremental revenue
- Retain customers
Next you’ll here from RightNow's Director of Product Marketing, Stephen Bell. Steve will unveil technologies that will help you deliver on the recommended strategies.
NICE inContact - Transform Customer Service NICE inContact
Hear this roundtable discussion as best practices are explored on how to empower your agents to better help your customers have an effortless experience when interacting with your company.
A PRACTICAL APPROACH TO CUSTOMER CENTRIC INTERACTIONSayodahunsi
The digital environment has dramatically changed the way customers expect and demand to engage with brands. It’s a change or die situation for businesses that need to transform quickly to integrate online and offline activities to serve customers 24x7 service in their channels of choice. At the same time, businesses need to balance their own needs for revenue uplift and cost containment within this new digital model. This session provides insight into the current customer service landscape, showcases best practices for customer engagement and provides real-life examples and results from transformative, customer-centric strategies.
20/10 Vision: Building A 21st Century Market Research OrganizationGregory Weiss
A strategic vision to create a 21st century market research organization, leveraging technology to provide value-added services and get more return from staff research efforts
The document summarizes findings from a survey of IT services companies on their digital transformation efforts. It finds that while around 45% of IT services companies are successfully transforming, the rate is lower than other sectors like internet companies. Top focus areas have been customer experience, growth, and cybersecurity. However, win zone companies focus more on sales/marketing and support functions. Looking ahead, top investment priorities are services/operations and security. Enablers like infrastructure and AI will also receive significant investment. ESG priorities emphasize social and governance issues like data protection and risk management.
Top 10 Ways To Improve Digital ExperiencesGoodbuzz Inc.
To find improvement opportunities that will have the biggest impact on the customer experience and business metrics, companies need to start their digital improvement projects by analyzing web and app analytics, operational data, and multiple forms of customer research.
The document provides best practices for improving digital customer experiences. It recommends analyzing web, mobile, and operational data to find opportunities for improvement. It also suggests conducting expert reviews of digital touchpoints to identify usability issues. Additionally, the document stresses the importance of incorporating customer feedback to understand customers' needs and preferences when making design decisions. The goal is to deliver digital experiences that are useful, easy to use, and enjoyable for customers.
Beyond websites: A Modern Digital Experience PlatformPhase2
1. The document discusses key trends in digital customer experience including the rise of omnichannel experiences, growth of marketing technology, and importance of digital transformation.
2. A key point is that customers want digital experiences to meet them on their own terms across different channels like mobile and social media.
3. The document also notes that customer experience is proving to increase loyalty, revenue, and lifetime customer value, but that brands often have an incomplete view of their customers.
Turn Five Communications Industry Challenges into Real Competitive OpportunitiesPerficient, Inc.
Randy Shillman is the director of Perficient's Communications Practice. He has over 17 years of experience in the communications industry. The document discusses 5 opportunities that communications service providers can turn into competitive advantages: 1) exploiting network convergence with accelerated new product launches, 2) focusing on rich content delivery with content-driven portals, 3) streamlining the quote to cash process with SOA/BPM, 4) addressing data issues from mergers and acquisitions with effective data management, and 5) improving customer retention with real-time customer relationship management. Perficient offers solutions like program management, process re-engineering, and data integration to help communications companies address these opportunities.
Harness the Power of Speech Analytics for Benefits across FunctionsUniphore
This presentation details on how Speech Analytics goes beyond contact centers to drive performance across functions through compelling business insights.
Building a Culture of Experimentation at HPOptimizely
Today’s leading digital businesses, such as Amazon, Google and Facebook, cite experimentation as the key to constantly improving their digital experiences. Yet many companies are still in the early stages of adopting a test and learn mindset when it comes to innovating on their own experiences.
In this webinar, hear how HP has built a global center of excellence, structured their experimentation teams and meetings, and focused on technology, governance, and strategy on their way to building a culture of experimentation.
You'll learn:
- How we structured our Center Of Excellence, and why it's working for us at a global scale
- Our emphasis on Data and Strategy, ensuring we make effective business decisions
- How we’ve interlocked our technologies to give us insights and the edge on our Experiments
- Our Partnership and Growth Story, on our way to grow experiments by 3x worldwide YoY
Similar to The 2016 Contact Centre Benchmarking Report (20)
HCL Notes and Domino License Cost Reduction in the World of DLAUpanagenda
Webinar Recording: https://www.panagenda.com/webinars/hcl-notes-and-domino-license-cost-reduction-in-the-world-of-dlau/
The introduction of DLAU and the CCB & CCX licensing model caused quite a stir in the HCL community. As a Notes and Domino customer, you may have faced challenges with unexpected user counts and license costs. You probably have questions on how this new licensing approach works and how to benefit from it. Most importantly, you likely have budget constraints and want to save money where possible. Don’t worry, we can help with all of this!
We’ll show you how to fix common misconfigurations that cause higher-than-expected user counts, and how to identify accounts which you can deactivate to save money. There are also frequent patterns that can cause unnecessary cost, like using a person document instead of a mail-in for shared mailboxes. We’ll provide examples and solutions for those as well. And naturally we’ll explain the new licensing model.
Join HCL Ambassador Marc Thomas in this webinar with a special guest appearance from Franz Walder. It will give you the tools and know-how to stay on top of what is going on with Domino licensing. You will be able lower your cost through an optimized configuration and keep it low going forward.
These topics will be covered
- Reducing license cost by finding and fixing misconfigurations and superfluous accounts
- How do CCB and CCX licenses really work?
- Understanding the DLAU tool and how to best utilize it
- Tips for common problem areas, like team mailboxes, functional/test users, etc
- Practical examples and best practices to implement right away
How to Interpret Trends in the Kalyan Rajdhani Mix Chart.pdfChart Kalyan
A Mix Chart displays historical data of numbers in a graphical or tabular form. The Kalyan Rajdhani Mix Chart specifically shows the results of a sequence of numbers over different periods.
Skybuffer AI: Advanced Conversational and Generative AI Solution on SAP Busin...Tatiana Kojar
Skybuffer AI, built on the robust SAP Business Technology Platform (SAP BTP), is the latest and most advanced version of our AI development, reaffirming our commitment to delivering top-tier AI solutions. Skybuffer AI harnesses all the innovative capabilities of the SAP BTP in the AI domain, from Conversational AI to cutting-edge Generative AI and Retrieval-Augmented Generation (RAG). It also helps SAP customers safeguard their investments into SAP Conversational AI and ensure a seamless, one-click transition to SAP Business AI.
With Skybuffer AI, various AI models can be integrated into a single communication channel such as Microsoft Teams. This integration empowers business users with insights drawn from SAP backend systems, enterprise documents, and the expansive knowledge of Generative AI. And the best part of it is that it is all managed through our intuitive no-code Action Server interface, requiring no extensive coding knowledge and making the advanced AI accessible to more users.
Your One-Stop Shop for Python Success: Top 10 US Python Development Providersakankshawande
Simplify your search for a reliable Python development partner! This list presents the top 10 trusted US providers offering comprehensive Python development services, ensuring your project's success from conception to completion.
Let's Integrate MuleSoft RPA, COMPOSER, APM with AWS IDP along with Slackshyamraj55
Discover the seamless integration of RPA (Robotic Process Automation), COMPOSER, and APM with AWS IDP enhanced with Slack notifications. Explore how these technologies converge to streamline workflows, optimize performance, and ensure secure access, all while leveraging the power of AWS IDP and real-time communication via Slack notifications.
Digital Marketing Trends in 2024 | Guide for Staying AheadWask
https://www.wask.co/ebooks/digital-marketing-trends-in-2024
Feeling lost in the digital marketing whirlwind of 2024? Technology is changing, consumer habits are evolving, and staying ahead of the curve feels like a never-ending pursuit. This e-book is your compass. Dive into actionable insights to handle the complexities of modern marketing. From hyper-personalization to the power of user-generated content, learn how to build long-term relationships with your audience and unlock the secrets to success in the ever-shifting digital landscape.
Trusted Execution Environment for Decentralized Process MiningLucaBarbaro3
Presentation of the paper "Trusted Execution Environment for Decentralized Process Mining" given during the CAiSE 2024 Conference in Cyprus on June 7, 2024.
GraphRAG for Life Science to increase LLM accuracyTomaz Bratanic
GraphRAG for life science domain, where you retriever information from biomedical knowledge graphs using LLMs to increase the accuracy and performance of generated answers
Skybuffer SAM4U tool for SAP license adoptionTatiana Kojar
Manage and optimize your license adoption and consumption with SAM4U, an SAP free customer software asset management tool.
SAM4U, an SAP complimentary software asset management tool for customers, delivers a detailed and well-structured overview of license inventory and usage with a user-friendly interface. We offer a hosted, cost-effective, and performance-optimized SAM4U setup in the Skybuffer Cloud environment. You retain ownership of the system and data, while we manage the ABAP 7.58 infrastructure, ensuring fixed Total Cost of Ownership (TCO) and exceptional services through the SAP Fiori interface.
Ocean lotus Threat actors project by John Sitima 2024 (1).pptxSitimaJohn
Ocean Lotus cyber threat actors represent a sophisticated, persistent, and politically motivated group that poses a significant risk to organizations and individuals in the Southeast Asian region. Their continuous evolution and adaptability underscore the need for robust cybersecurity measures and international cooperation to identify and mitigate the threats posed by such advanced persistent threat groups.
Have you ever been confused by the myriad of choices offered by AWS for hosting a website or an API?
Lambda, Elastic Beanstalk, Lightsail, Amplify, S3 (and more!) can each host websites + APIs. But which one should we choose?
Which one is cheapest? Which one is fastest? Which one will scale to meet our needs?
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Building Production Ready Search Pipelines with Spark and MilvusZilliz
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2. The Global Contact Centre
Benchmarking Report
Launched in
1997 by Merchants,
Dimension Data’s
subsidiary contact
centre specialist.
Annual global
research study
of multichannel
interactions and
the contact centre
Supported by over 40
of the world’s leading industry
groups and associations
19 years
of trends, performance
analysis and best
practice techniques
6
core review areas
spanning CX strategy,
innovative technologies, and
best practice approaches on
phone and digital solutions
3. About the
2016 Report
6 chapters,
700+ data points,
80+ result charts
1320 companies from 81 countries
contributed to this year’s research.
388 participants from Asia Pacific (Inc ANZ)
Analysis with context
and recommendations
on best practices
16 new questions
and existing
survey expanded
to include digital
25 country/regional
highlights summary
reports
5 vertical reports
Online portal and
bespoke report
builder via CX website
4. What’s
included?
Customer
Analytics
customer segmentation
single view of customer
customer intelligence
service determinants
process re-engineering
internal SLAs
Contact centre
operations
customer satisfaction
contact quality
management information
contact statistics
contact resolution
performance management
Workforce
optimisation
staffing models
training
competency management
employee engagement
human resources
workforce management
Technology
solutions
technology trends
technology readiness
ownership
contact centre deployments
application functionality
service management
CX strategy and
innovation
contact channels
centre maturity
market trends
financial positioning
location planning
strategic performance
innovation
Digital services
self-service capability
self-service priorities
customer behaviours
contact statistics
process reviews
channel development
The Benchmarking Report provides a unique global
perspective on and the contact centre
We don’t just observe research results, we provide
context
Provides guidance toward best practice standards on
all aspects of CX and digital channel management
6. w e l i v e i n a w o r l d
d o m i n a t e d b y d i g i t a l
t e c h n o l o g i e s
7. accelerate your ambition 7
74,5
84,8
74,0
86,4
87,5
Reduction in contact volumes
Increased company revenue/profits
Increased employee engagement
Reduction in costs
Increased customer loyalty (incl. value)
Improved customer experience: benefits
What business benefits can your centre evidence as a result of an improving CX capability?
Customer loyalty
recognised as top
benefit of CX
85% can show increase
revenues/profits from
improved CX
8. accelerate your ambition 8
2,2
8,1
10,8
28,1
31,9
33,0
33,5
34,1
37,8
80,5
Other
Customer effort scores (ease of doing…
Transition to digital interactions
Complaint levels
Productivity and cost to serve (incl.…
Customer advocacy or loyalty (e.g. NPS*)
Employee engagement
Sales revenue and profits
First contact resolution (right first time)
Customer experience
Most important strategic performance measures
What are the top three most important strategic performance measurements according to your company’s board/executive team
*Net Promoter, NPS and Net Promoter Score are trademarks of Satmetrix Systems Inc., Bain & Company and Fred Reichheld
CX again top strategic
indicator of
performance
Focus on cost to serve
drops to 6th spot as
organisations buy into
benefits of CX
9. Much more than a contact centre
Telephone-premised CX Digital-premised CX
Contact
2000s
Channel migration
for cost reduction
Broadening
channel access
1990s
Call
Replacing
face-to-face
Provide improved
customer access
2010s
Multichannel
Part of a
multiple channel experience
Supporting other channels
- not always first choice
Omnichannel
2016 – 2018
Focused on resolving user
issues ‘in-channel’
Providing assisted support for
integrated digital channels
Digital analytics
Technology enablement
2016-2020s
Personalisation &
proactive CX
10. accelerate your ambition 10
The digital progression…
Telephone
IVR
Automated services
Email
Web chat
Social media - Facebook, Twitter, etc.
Smartphone application
SMS text
Video chat
Service kiosk support
Internet website (peer-to-peer systems) 2006
2015
2016 Globally, the digital
revolution continues –
phone traffic drops 12%
Today, digital interactions
account for 42% of all
interactions in financial
services and are on track
to overtake voice by end
of the year
11. accelerate your ambition 11
Popularity of channel type by age group
Which contact channel is most popular with the following age groups?
Percentage of centres that do track channel popularity by age profile
% of N Under 25 years
Between 25 and
34 years
Between 35 and
54 years
Between 55 and
70 years
Over 70 years
Social media 38.9 13.7 2.2 0.6 0.4
Mobile application 27.2 23.7 6.3 0.8 0.5
Email 12.2 26.8 32.7 8.8 0.8
Telephone 11.5 18.4 51.7 87.0 93.2
Web chat 9.4 16.5 6.3 1.1 0.3
Other 0.7 0.9 0.9 1.7 4.7
1st
2nd 3rd 4th
5th
6th
5th 5th6th
2nd 5th
3rd 1st 2nd 2nd 3rd
4th 3rd 1st 1st 1st
5th 4th 3rd 4th
6th 6th 6th 3rd 2nd
Mobile apps a top 3
choice for everyone
under 55
Social media top choice
for those under 25
Email preferred option for
those aged 25-34 years
12. accelerate your ambition 12
Contacts handled by channel
What’s the percentage split of interactions being handled across the channels offered to your customers?
2015 2016
Telephone 65.7 55.7
Email 15.5 14.3
IVR (touch-tone/speech) 8.4 14.2
Internet website (incl. knowledge portals, peer-to-peer systems
etc)
4.3 4.6
Web chat (incl. instant messaging, co-browse) 1.8 1.7
Social media (Facebook, Twitter, etc.) 1.4 2.5
Service kiosk support (i.e. branch walk-ins) Not asked 2.0
Mobile applications (smartphone, tablets apps) 1.2 1.3
SMS text 1.5 2.3
Automated services (e.g. push messages, auto updates, etc) Not asked 0.7
Video chat 0.2 0.6
Phone contacts in
Asia Pac are already
amongst lowest
seen globally.
Phone has dropped
from 65.7% to 55.7%
in space of a year,
as digital revolution
picks up pace.
Digital split still
dominated by
traditional email and
IVR, but new
channel choices
growing
13. accelerate your ambition 13
79
9
2
10
Digital self-service will
…
Evolution of contact centre in next two years
How will your contact centre develop in the next two years?
71
16
2
11
Digital assisted (agent
supported) will …
71
16
7
7
Overall interactions
(spanning all channels)
will …
38
27
31 4
Telephone traffic (agent
led) will …
39
29
27
6
Headcount employed
will …
Interaction levels
continue to rise
71% of centres anticipate
a growth in digital agent-
assisted transactions
FTE requirements will
increase
14. accelerate your ambition 14
4,3
12,3
16,3
25
32,6
31,5
29,9
29,9
40,8
29,9
45,1
Other
Speed of change - can't keep up
Access to new technologies (incl.…
Security risks and compliance
Data analytics (incl. big data)
Interaction optimisation/automation
Commitment to customer…
Multiskilling/increased complexity
Changing user behaviours (mobile,…
Migrating traffic to digital
Omnichannel strategies (connected…
Industry trends affecting contact centre
What are the top three industry trends affecting your CX capability?
Connected
(omnichannel)
customer journeys
taking precedence
More so than migration of
traffic to alternative
channels
15. accelerate your ambition 15
5,5
16,6
77,9
14,9
61,9
23,2
Not integrated
Partially integrated
Fully integrated
Now Within 2 years
Omnichannel integration
Which of the following best describes the level of integration across your service channels?
Over 1/5 have
omnichannel capability
It’s on the horizon for
another 78%
Clear focus on achieving
full, not partial, integration
across channels
17. The digital revolution is being held back
- human touch is missing
User inputs to
technology
requirements low
Testing and
approvals scarce
Design
Consistent and
proven phone mgt
techniques not
applied to digital
Objectives not
aligned
Management
Responsibility and
focus to business
case objectives is
often missing
Silo approach to
channel mgt
Ownership
18. accelerate your ambition 18
1,6
0,8
8,7
9,2
14,1
16,3
17,4
17,9
22,8
38,0
40,2
50,0
59,8
Other
Public scrutiny of service provision
Service via video on demand
Enhanced security (i.e. fraud)
Better training and agent empowerment
Service via social media
Executive commitment to the customer…
Availability/access to new technology
Changing user demands/behaviours
Integrated customer journeys (i.e.…
Personalised service offerings
Digital channel service capability
Customer analytics
Innovation and emerging trends
What are the top three things that will reshape the contact centre industry (and CX) during the next five years?
Analytics again voted
top factor that will
reshape industry
Personalised service
offerings fall right behind
architecture capability as
top CX enabler
19. accelerate your ambition 19
30,4
21,3
21,9
32,0
41,4
Other
We can't track the customer journey
Blockage points in processes (that affect
the CX) can be located
Key decision points can be identified
Interactions can be tracked across multiple
channels
Tracking customer journeys
How well can you track the customer journey across your service channels?
Just 41% can track a
customer journey that
spans multiple
channels
Just 21% can locate
problem hotspots that
impact CX
20. accelerate your ambition 20
6,5
11,2
21,2
17,6
21,2
34,7
37,6
58,8
68,2
70,0
None of the above
Sentiment analytics
Text analytics
Big data analysis capability (e.g. a view…
Text analytics
Web analytics
Voice analytics
Business performance (real-time/historic…
Agent performance scorecards
Customer surveys
Business information tools available
What business information tools are available within your contact centre?
82% have no big data
capability
Deep-dive analytics also
absent in most contact
centres
Headline performance
tools now the norm, but
don’t show the big picture
on CX journeys
21. accelerate your ambition 21
Contact by channel: Actual split versus desired split
What is your desired versus actual split of customer interactions by channel grouping?
4…
3…
1…
Desired
5…
2…
2…
Actual
Desired split still
some way to go
before actual target
numbers achieved
Self-service presents
the largest gap and
significant opportunity
22. accelerate your ambition 22
4,4
8,1
19,2
31,3
37,0
Assisted services - single channel
Assisted services - multiple channels
Telephone and assisted services -
blended channels
Telephone - single skill group
Telephone - multiple skill group (incl.
inbound and outbound)
Dedicated versus cross-skilled agents
What percentage of your agents are dedicated to a single versus multiple skills/channels?
68% of agents continue
to be dedicated to
telephone
27% handle multiple
channels; 37% have
multiple skills
23. accelerate your ambition 23
4,3
31,2
40,4
44,0
85,8
None of the above
Business processes (e.g. back
office administration)
Digital interactions (e.g. email, web
chat)
Follow-up actions (e.g. promised
call-backs)
Telephone interactions
Measurement of quality
Where do you measure quality levels?
Huge inconsistencies in
measurement of quality
Effort levels are also
dropping
86% measure quality of
voice contacts
Versus 40% on digital,
and 31% on back office
administration processes
24. accelerate your ambition 24
36,5
47,4
60,6
60,6
72,3
73
75,2
75,9
32,1
28,5
24,1
21,9
12,4
13,1
15,3
10,9
31,4
24,1
15,3
17,5
15,3
13,9
9,5
13,1
Agent screen capture
Agent analytics
Feedback mechanisms
Workforce management
Knowledge management
Voice and/or data logging (storage…
Performance management
Quality management
Currently use Planned Not planned
Workforce optimisation systems (current and planned)
What systems are used to enable workforce optimisation in your organisation?
39% operate without
WFM systems
53% function without
agent analytics tools –
now a top future focus
25. accelerate your ambition 25
48,2
13,9
19
24,8
28,5
24,1
24,8
19,7
34,3
38,7
51,8
53,3
54
65,7
None of the above
Agent satisfaction with workforce…
Management satisfaction with workforce…
Alignment of shift patterns to contact…
Forecast accuracy - resource…
Schedule adherence levels
Forecast accuracy - contact volumes
Telephone Assisted-service
Workforce management effectiveness (targets and measurements)
What targets are in place to measure the effectiveness of the workforce management team?
Large disparity between
phone and assisted-
service channels in
application of WFM
process
Almost half of centres are
failing to track WFM
performance across
digital service channel
26. accelerate your ambition 26
10,1
10,9
15,5
30,9
33,6
37,3
36,8
32,9
32,6
22,2
22,6
14,6
Sourcing stage
Approvals stage
Design stage
Independently responsible Fully involved Partially involved Not involved
Contact centre involvement in IT sourcing and design decisions
How involved is the contact centre across each stage of the technology decision-making process?
47% are only partially
involved or have no say
in the design of
technology
>½ have no input in the
approval process
Still the biggest inhibitor
to maximising systems
effectiveness
27. accelerate your ambition 27
16,8
17,3
18,2
18,7
22,0
24,2
29,8
31,3
44,4
40,8
59,5
41,4
50,0
58,3
50,5
54,3
38,8
41,9
22,3
39,9
28,0
17,6
19,7
14,4
Knowledge management systems
Analytics systems
Business support systems (HR/Finance…
Digital channel systems
Interaction optimisation systems…
Security systems (e.g. fraud prevention,…
Telephony systems - automated (e.g. IVR)
Telephony systems - agent-led…
Meets current and future needs Meets current needs Doesn't meet current needs
How does technology meet current and future needs?
How well do the following infrastructure items meet your current and future needs?
2 in 5 say digital
systems fail current
needs
78% fear systems won’t
meet future requirements
<1/2 of overall systems
meet current demands
28. accelerate your ambition 28
Technology location
Where’s your contact centre technology located?
60,1
19,4
8,6 7,3
4,6
23,1
16,4
23,0
29,9
7,6
On premise - your
technology located at
your site
Offsite - in a data
centre leased by you
Cloud - private
infrastructure hosted
by a third-party service
provider
Cloud - hybrid mix of
above connected to
premise-based
technology
Cloud - shared or
public infrastructure
hosted by a third-party
service provider
Current Planned
61% plan to locate their
technology in the cloud
30% leaning towards
hybrid cloud; 23% to
private cloud; and 8% to
a shared/public cloud
In future, just 23% to own
and retain technology on
premise
29. 83.2% of companies recognise
CX as a competitive
differentiator
80.4% recognise CX as the
most important strategic
performance measure
Personalisation of
services will be key
and enabled by
analytics – voted
top trend that will
change the
industry in the next
5 years – 82.4%
have no big picture
view
86.4% can evidence
cost savings via
improved CX
84.4% say it
increases company
revenue/profits
Connected
customer
journeys, CX and
contact resolution
top focus as most
contact centres
head to 9 channel
options
Omnichannel top
trend for 2016
Integration
capability set to
increase from
23.2% to 77.9% in
next two years
CX is now top
reason for
offering self-
/assisted-service
channels (ahead of
cost reduction)
But digital
channels being
hindered by
absence of focus
Cloud in some
form now a must
for contact centres
58.2% planning for
it. Just 20.1% will
retain technology
on premise
Hybrid solutions
set to treble and
enable a single
integrated platform
Mobile apps
A top three choice for
CS with everyone under
35 yrs
2 in 5 say digital tech
not meeting business
needs as demand soars
AsiaPac at a glance…
30. 5 things we’ve
learned
about Asia Pacific
from the 2016
results
Digital strategies now being defined by
CX rather than cost
Self-service capability 12% short of
desired split (assisted-service on track)
Omnichannel top focus, but 59%
can’t track customer journey that span
multiple channels
Analytics top enabler that will change
industry in next 5 years and is helping
validate CX investment
Over half 51% say digital technology isn’t
meeting current needs; WFO neglected
33. Further information
2016 Global Contact Centre Benchmarking Report
Contact us:
www.dimensiondatacx.com
cc.benchmarking@dimensiondata.com
@DiDataCX | #CCBenchmarking
Global Contact Centre Benchmarking Discussion Group
Dimension Data Contact Centres Showcase Page