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For Application Development & Delivery Professionals

Craft Your Contact Center Investment Plans In Light Of Technology Adoption Patterns – A Social Computing Report

November 07, 2011

By Kate Leggett with William Band, Andrew Magarie

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Why Read This Report

Navigating the contact center technology landscape for customer service is challenging. To help business process professionals who support customer service operations make smart decisions, Forrester surveyed 75 companies to understand the adoption patterns of 18 types of contact center technologies. The most important goal for contact center leaders is fostering stronger customer loyalty. But changing underlying work patterns to achieve this objective is a big challenge, as is linking together the disparate solutions needed to support end-to-end customer processes. This report spotlights the state of adoption of key contact center technology solution categories, pinpoints the significant challenges to delivering exceptional customer service, and highlights the important purchasing considerations that customer service leaders have when seeking cost-effective solutions.
Tags: Business Process Management, Contact Center Technologies & Processes, Customer Experience Management, Customer Relationship Management (CRM), Customer Service & Support, Networking, Packaged Applications, Social Computing, Tech Sector Economics, Technology Adoption Data, Web 2.0
US $ 499
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TABLE OF CONTENTS

  • The State Of Planning For Business Process Pros Supporting Customer Service
  • Adoption Trends Set The Context For Contact Center Solution Decisions
  • Business Leaders, Not IT, Drive Customer Service Technology Decision-Making
  • Improving The Customer Experience Is The Most Important Goal
  • Finding Cost-Effective Solutions Remains A Challenge

  • RECOMMENDATIONS

    Use Forrester Contact Center Data And Tools To Pinpoint Opportunities
  • Supplemental Material
  • Related Research Documents
 
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