TMCnet News
Research and Markets: Customer Engagement in Government and Education in Europe and North AmericaDUBLIN --(Business Wire)-- Research and Markets (http://www.researchandmarkets.com/research/9z8plg/customer) has announced the addition of the "Customer Engagement in Government and Education in Europe and North America " report to their offering. This study's objective was to review current and future adoption of customer contact strategies, enabling technologies, and services in the government and education vertical. The use of Web self-service, social media, mobile applications, and video are expected to increase over the next 2 years, but LiveAgent voice and email will likely decline. Centers are mostly multichannel integrated, but more contact centers in North America are fully integrated than in Europe. Organizations plan to increase the use of social media strategies by 2016, with priority given to the dedicated customer support forums and integration with other contact channels. Centers in North America will make more social media investments than in Europe. This research study is part of a series of survey-based studies that look at the current and future adoption of various customer contact strategies, enabling technologies, and services. The survey daa and insights allow contact center organizations to understand industry and technology trends and apply the findings in their business. The following studies are part of this series:
Key Topics Covered: 1. Research Background, Objectives, and Methodology 2. Executive Summary 3. Customer Interactions Channels 4. Integration across All Customer Contact Channels 5. Prevalence of Automation 6. Prevalence of Speech Recognition in Interactive Voice Response Interactions 7. The Future of Outbound Customer Interactions 8. Social Media Customer Contact Strategy 9. Mobile Customer Contact Strategy 10. Potential Restraints to Achieving Multichannel Customer Contact Center Goals 11. Prevalence of Systems and Applications 12. Number of Agent Performance Optimization Vendors Sourced 13. Integration of Agent Performance Optimization Applications 14. Primary Use Cases for Agent Performance Optimization Applications 15. Restraints to Leveraging Customer Insights 16. Current Use of Hosted/Cloud Solutions 17. Important Factors in the Decision to Move to Hosted/Cloud Solutions 18. Hosted/Cloud Contact Center Applications 19. Hosted/Cloud Contact Center Vendors 20. Restraints to Moving to Hosted/Cloud Contact Center Solutions 21. Customer Care Functions Outsourced 22. Outsourcing Customer Contact Channels 23. Priority of Consistent and Seamless Customer Experiences 24. Outsourced Contact Center Seats/Agents 25. Outsourcing Locations 26. Number of Outsourcers Used 27. Important Factors in Outsourcer Selection 28. Restraints to Using Outsourcers 29. Key Takeaways For more information visit http://www.researchandmarkets.com/research/9z8plg/customer
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