STAMFORD, Connecticut, October 13, 2020 (GLOBE NEWSWIRE) – Amid major disruptions caused by the global COVID-19 pandemic, the US touch industry. But it’s not the first time It aims to hire remote agents, reduce wear expansion and improve management, according to a new report published today through Information Services Group (NASDAq: III), a global consulting and generation studios firm.
The 2020 ISG Provider Lens ™ Contact Center – Customer Experience Services for the United States report shows that providers place more emphasis on workers’ fitness and invest in new technologies to train, monitor, and motivate workers, adding automated training, real-time functionality dashboards, and gamification. .
“The transition to remote paintings requires big changes for agents and supervisors,” said Jan Erik Aase, director and global leader of ISG Provider Lens Research. “Employees who were used to being under the same roof and receiving face-to-face feedback are dealing with loss of face-to-face interaction. This will likely result in increased wear and tear, less visitor satisfaction, or both.
Faced with this unforeseen disruption, the US tactile industry is facing a major deal of time. But it’s not the first time He is also looking for outsourcing opportunities in Latin America, the report says. The expansion of English prof dominion in these countries, as well as the Spanish-speaking developing population in the United States, have generated growing interest in the region. Guatemala, Honduras and Costa Rica are among the stars to attract outsourcing projects, SAYSG says.
These disorders have led consumers of all ages to turn to virtual channels such as social media and asynchronous messaging, and some software vendors reported a 300% increase in the use of those channels for classical voice. maximum is likely to be irreversible, the report says. Faced with this immediate change, corporations have accelerated the adoption of omnichannel methods to deliver maximum productivity and maximum personalized visitor fun in order to build logo loyalty.
The pandemic has also generated greater interest in cloud touch centers, which take precedence even for classic businesses. Providers who have already followed cloud platforms have been able to temporarily move to paints from home with minimal disruption, according to the report. Built-in technologies such as analytics, synthetic intelligence and device learning can facilitate the delivery of more personalized omnichannel delights. Companies that use generation to bring greater delight to visitors will be able to differentiate the difference in this space, SAYSG says.
Switching to remote paints has increased the use of BYOD (Bring Your Own Device) configurations, leading to new protection concerns Companies are adopting several new technologies for office security, adding facial recognition, voice biometrics, screen tracking and physically powerful use. ISG says AI is expected to play an increasingly important role in obtaining better remote protection.
In addition, the pandemic has led to a sharp increase in the use of automation, which is in line with a need, according to the report. When agents were transferred to the new remote paint model, many corporations turned to artificial intelligence or chatbots to manage the fundamentals. consultations, which gave them a wonderful advantage. Most call centers are now to expand their automation capabilities, SAYSG says.
The report names nine suppliers as leaders: Alorica, Concentrix, Conduent, HGS, Sitel Group, Sutherland, Teleperformance, TTEC and Wipro. Hexaware and Tech Mahindra have been named Rising Stars – corporations with a “promising portfolio” and “high long-term performance”. potential,” as explained through IGH.
A custom edition of the report will be obtained from Hexaware.
The 2020 ISG Provider Lens ™ Contact Center – Customer Experience Services for the United States is available to subscribers or single people on this website.
About ISG Provider Lens research ™
A series of complementary research, according to ISG Provider Lens Archetype reports, provides an assessment of suppliers from the point of view of express customer types.
Starting this year, the ISG Provider Lens ™ will include a global summary to help commercial subscribers better perceive supplier functions across all geographic markets covered through this review. All ISG Provider Lens ™ reports will now come with a business context feature to help executives temporarily identify key data similar to their roles and responsibilities.
About IGH
ISG (Information Services Group) (Nasdaq: III) is a global leader in generation studies and consulting. A reliable spouse of more than 700 customers, adding more than 75 of the world’s 100 largest companies, ISG is committed to helping companies, industry organizations, and service and generation providers achieve operational excellence and faster growth. The company specializes in virtual transformation services, adding automation, cloud, and knowledge analytics; Procurement advice; Threat governance and control network operator services; Strategy design and operations Management of studies and technological studies and intelligence of replacement market place. Founded in 2006 and founded in Stamford, Connecticut, ISG employs more than 1300 professionals virtually in a position operating in more than 20 countries – a global team known for its cutting-edge thinking, marketplaceplaceplace influence, deep business and technological experience in studies and study functions based on the industry’s ultimate comprehensive marketplaceplaceplace knowledge.
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