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Talkdesk：2021年如何通过客户旅程改善体验和提升绩效报告（英文版）

If you’re like most contact center leaders, you have separate platforms or tools to measure voice, chat and IVR. The owner of each typically monitors and optimizes their respective channel, hoping this improves overall performance. But when it comes ...

2024-12-24 45 1.69MB 20页
Talkdesk：2021年追求无缝体验回到基本报告（英文版）

According to a Wunderman Thompson study, 42% of customers now value a seamless experience as their “top expectation” when interacting with a brand. As Andrew Small, director of digital workplace at BT who was interviewed as part of our research, expl...

2024-12-24 53 10.78MB 16页
Talkdesk：2021年实用指南构建更好的客户体验转型商业案例报告（英文版）

Building a business case seems straightforward: Propose a solution, include a clear cost-benefit analysis and outline the implementation. Convince your executive sponsor to sign off and you’re on your way. But nothing in the experience economy is tha...

2024-12-24 38 7.28MB 32页
Talkdesk：2021年八个由客户旅程推动的联系中心优化用例报告（英文版）

When your customers need support, they expect to have a great experience no matter which channel they use. The Head of Call Centers at Barmer GEK, a leading German health insurer, said it best: “Our customers increasingly expect to be able to interac...

2024-12-24 67 1.12MB 17页
Talkdesk：2021年同理心的商业价值报告（英文版）

A new paradigm for 21st-century companies In the age of 24/7 social media, Amazon reviews, and online forums where both customers and employees can vent their frustrations and gripes, companies offering a poor-quality experience are quickly punished....

2024-12-24 43 2.61MB 28页
Talkdesk：2021年零售业客户体验现状报告（英文版）

Retailers today are focused on building personalized, seamless and streamlined customer experiences. Nearly three-quarters of C-level executives in the retail industry said that improving customer experience (CX) is one of their short-term goals over...

2024-12-24 56 2.95MB 18页
Talkdesk：2021年加速银行数字化转型的五个阶段报告（英文版）

The COVID-19 pandemic pushed consumers online. And with that, more people looked to digital banking tools as a safe and easy way to manage their finances from anywhere. For many financial services providers, this mass migration online has created unp...

2024-12-24 51 1.97MB 10页
Talkdesk：2021年数字参与最佳实践报告（英文版）

Millions of customer support agents have been forced to work remotely. And many companies are determining if these agents should return to the contact center, keep working remotely or establish a more flexible hybrid approach. Contact centers now fac...

2024-12-24 40 6.06MB 16页
Talkdesk：2021年客户体验研究报告（英文版）

The State of Customer Experience is an ongoing series of consumer and business research related to customer experience (CX). This is the second global survey, executed in April and May 2021 on behalf of Genesys by an independent research firm. It inc...

2024-12-24 47 3.22MB 56页
Talkdesk：2021年人工智能时代来临：以客户和员工为中心的数据驱动旅程报告（英文版）

As deployment of AI in customer journeys matures, so does the way in which executives see the technology’s role. Increasingly, AI is coming to be seen not as a ‘robot replacement’ for human interactions, but rather as a ‘helper’, enabling customer se...

2024-12-24 62 812.4KB 23页
Talkdesk：2021年IT专业人士的建数据驱动的体验指南报告（英文版）

In recent years, smart companies have seen significant value from using artificial intelligence (AI) technologies to boost their customer experience (CX) offering. Encouraged by these signs of success, smart companies are now motivated to use AI for ...

2024-12-24 34 812.4KB 23页
Talkdesk：2021年面向业务用户的指南：数据驱动的客户体验报告（英文版）

AI comes of age: Putting customers and employees at the heart of data-driven journeys is an article from Economist Impact, sponsored by Genesys. Using a survey of 750 senior customer service, marketing and sales executives worldwide and expert interv...

2024-12-24 30 812.4KB 23页
Talkdesk：2021年探索人工智能的力量和可能性报告（英文版）

Today, contact centres increasingly use AI to improve performance, boost efficiency and deliver a more individualised, empathetic customer experience at scale. Early AI adopters are now reaping the rewards of those investments. And, as the competitiv...

2024-12-24 75 1.58MB 20页
Talkdesk：2021年为什么员工体验是提供客户同理心的关键报告（英文版）

Peter Dorrington, the co-founder of Anthrolytics, a company that specialises in helping businesses to deliver ‘digital empathy’, believes that the importance of being an empathy-driven business is set to supersede that of being a customer experience-...

2024-12-24 55 9.07MB 17页
Talkdesk：2021年使数据为AI做好准备报告（英文版）

Organisations are adopting artificial intelligence (AI) with expectations of creating better and more personalised customer experience. They also want capabilities that will improve employee engagement and reduce overall operational costs. But realis...

2024-12-24 38 2.33MB 13页
Talkdesk：2021年现代workforce互动实用指南报告（英文版）

Employee empowerment has been growing for years, and so have employee expectations. But the COVID-19 pandemic exacerbated changes in workforce engagement. Remote work has removed geographical limitations, giving employees even more options. And busin...

2024-12-24 37 2.6MB 29页
跨境电商行业研究报告合集

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2024-12-24 4006 1.21GB 133页
Talkdesk：2021年员工队伍规划实用指南报告（英文版）

There’s been a marked shift in how people work and the COVID-19 pandemic only accelerated those changes. Employees want more flexibility with their schedules and a more fulfilling work life; many are finding that as new job opportunities emerge. Busi...

2024-12-24 43 2.45MB 27页
Talkdesk：2021年数字客户参与买家指南报告（英文版）

The start of a new decade always brings anticipation and speculation about what events, trends and innovations will define the next 10 years. This one had some surprises in store. The events of 2020 profoundly changed the way we live, work and do bus...

2024-12-24 31 779.63KB 23页
Talkdesk：2021年经验即服务公共部门的洞察报告（英文版）

There have been dramatic changes to the ways in which citizens have interacted with the public sector since the beginning of 2020. The effects and aftereffects of the coronavirus pandemic have changed citizens’ needs and therefore the frequency and m...

2024-12-24 29 5.42MB 37页

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