Employee Engagement is the Top Corporate Objective
Digital transformation is helping BFSI organizations establish closer relationships with their customers and deliver great products/services. Extending this further, BFSI contact centers are now focusing on automating processes to assimilate information and generate insights that deliver memorable experiences at a fraction of the cost. Cost pressures and resource constraints are perpetual issues for BFSI contact centers, which is why AI and analytics play a significant role in predicting problems and simulating process improvement.
Contact center organizations in the BFSI sector are prioritizing employees in 2023, after the COVID-19 pandemic wreaked havoc on employee burnout and staffing levels. They invest in understanding customer journeys better and leverage data to deliver more personalized service and enhance customer outcomes. This study explores how contact centers engage agents to attract the best talent and reduce attrition as hybrid and work-from-home models continue to grow.
Research Highlights
The primary goals of this research are to:
- Uncover IT challenges faced by BFSI contact center organizations today
- Monitor the status of digital transformation in contact center organizations
- Assess the current and future use of contact center solutions
- Evaluate factors that drive investments in contact center solutions
- Gauge market and technology trends
- Appraise available IT budgets
Key Features
The analyst’s approach to achieving these goals were to conduct:
- A virtual customer survey of leaders involved in purchasing contact center solutions;
- In-depth discussions with thought leaders in contact center organizations through the analyst's Customer Experience (CX) Client Council, BFSI Industry Research Practice, Contact Center MindXchanges, Webinars, and Virtual Think Tanks; and
- Continuous conversations with key contact center solutions providers around the world.
