About Forrester
Forrester Research, Inc. is an independent research company that provides pragmatic and forward-thinking advice to global leaders in business and technology.

As a senior analyst, Claire supports Application Development & Delivery Professionals. She covers the strategy and technology associated with talent management, including performance, succession planning, formal and informal learning, and recruiting. She also researches the effect of retiring workers and the new generation of workers on human capital management and development.
Claire has more than 25 years of experience in education, management, and consulting. She came to Forrester through its acquisition of Giga Information Group. Prior to joining Giga, she assisted organizations in creating the vision, development plan, and policy for HR departments working with educators and community members. She also developed and produced eLearning courses for educators.
Previously, Claire directed and managed math and science technology training institutes at Lawrence Hall of Science, University of California, Berkeley, which assisted educators in integrating technology into the public school curriculum. She also evaluated computer and video coursework and produced video programs.
Additionally, Claire served as director of Instruction Television Service for KQED in San Francisco. She developed the broadcast service for schools, advised administrators, and produced educational programs for children and adults.
Claire holds a B.S. from Bridgewater State College and an M.S. in education from Northeastern University. She has completed doctoral work in elementary education at the University of Illinois at Urbana-Champaign.
Navigating the complex contact center solution landscape continues to be challenging, particularly in light of the rapid rise of social computing, mobility, and voice of the customer initiatives...
Strategic Plan: The Contact Centers For Customer Service Playbook
As more enterprises develop organizational and operational structures to better manage customer experience, they need to drive this down into contact center architectural design. Today's challenge is...

Navigating the complex contact center solution landscape continues to be challenging, particularly in light of the rapid rise of social computing, mobility, and voice of the customer initiatives...


Road Map: The Contact Centers For Customer Service Playbook
This report outlines the road map planning of Forrester's solution for applications development and delivery (AD&D) professionals working in customer service. For most industries, a large percentage...

Landscape: The Contact Centers For Customer Service Playbook
Locking in customer loyalty via deeper engagement and differentiated experiences will continue to be critical priorities for organizations in all sectors in the decade ahead. But navigating the...

Given the sheer volume of vendors in the customer experience analytics (CEA) space, it would be helpful to understand how Forrester buckets these vendors, whether it be by functional focus (e.g.,...
The Challenges And Benefits Of Supporting Work-At-Home Agents
Forrester identified issues facing contact center infrastructure and operations (I&O) managers in November 2008, when we first published this report. In 2011 with the economy strengthening, they now...