U.S. Enterprises Sharpen Focus on Customer Experience
ISG Report Highlights Growing Demand for Contact Center Services
The latest ISG Provider Lens report reveals a surge in U.S. demand for contact center services as companies prioritize customer experience. The COVID-19 pandemic has accelerated digital transformation, leading businesses to outsource contact centers to enhance technology and service quality. Notably, AI and analytics are improving customer engagement, while the tight labor market for skilled employees poses challenges. The report ranks key providers, with Conduent, HGS, and others designated as leaders.
- Increased demand for contact center services in the U.S. as companies emphasize customer experience.
- Adoption of AI and analytics to improve customer engagement, allowing issues to be resolved without agent intervention.
- Recognition of leading providers in the contact center space enhances credibility and market positioning.
- High attrition rates in contact center employees, exacerbated by the pandemic, create hiring challenges.
- The tight labor market for skilled employees may impede advancements in customer service execution.
More companies outsource contact centers as requirements expand, stakes for enterprise reputation increase, ISG Provider Lens™ report says
The 2022 ISG Provider Lens™ Contact Center — Customer Experience Services report for the
“Exceptional customer experience not only drives superior financial results, but it is imperative to attracting and retaining market share,” said
Changing work modes and consumer habits triggered by the pandemic have led many enterprises to pursue cloud-based automation and modernization of customer experience, the report says. AI and analytics in particular are enabling better and more efficient customer engagement. For example, AI-enabled chatbots can now resolve many customer issues without an agent getting involved, and advanced analytics tools can detect consumer sentiment, gauge customer intent and predict behavior.
Enterprises and providers aiming to fulfill rising consumer expectations face a tight market for skilled contact center employees, the report says. Attrition soared during the pandemic, peaking last year, and strategies to attract and retain workers remain critical for continued customer experience success. One such strategy, using gamification to motivate employees, is growing especially popular in the
Customer experience is an increasingly public part of a company’s business, with many enterprises rated now on the quality of experiences, ISG says. At the same time, social media allows customers to report their dissatisfaction, and social platforms can quickly become overrun with negative posts. Emerging technologies and services help companies monitor social media conversations about them and intervene to try to shift perceptions.
“Customer experience and reputation go hand in hand,” said
The report also explores other contact center trends in the
For more insights into the contact center challenges enterprises face, along with tips on how best to prepare for the changing world of customer experience, see the ISG Provider Lens™ Focal Points briefing here.
The 2022 ISG Provider Lens™ Contact Center — Customer Experience Services report for the
The report names Conduent, HGS,
In addition, Startek is named as a Rising Star — a company with a “promising portfolio” and “high future potential” by ISG’s definition — in two quadrants. The report names [24]7.ai and WNS as Rising Stars in one quadrant each.
A customized version of the report is available from Startek.
The 2022 ISG Provider Lens™ Contact Center — Customer Experience Services report for the
About ISG Provider Lens™ Research
The ISG Provider Lens™ Quadrant research series is the only service provider evaluation of its kind to combine empirical, data-driven research and market analysis with the real-world experience and observations of ISG's global advisory team. Enterprises will find a wealth of detailed data and market analysis to help guide their selection of appropriate sourcing partners, while ISG advisors use the reports to validate their own market knowledge and make recommendations to ISG's enterprise clients. The research currently covers providers offering their services globally, across
A companion research series, the ISG Provider Lens Archetype reports, offer a first-of-its-kind evaluation of providers from the perspective of specific buyer types.
About ISG
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FAQ
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