About Forrester
Forrester Research, Inc. is an independent research company that provides pragmatic and forward-thinking advice to global leaders in business and technology.
In Forrester's 45-criteria evaluation of salesforce.com (SFDC) implementation services providers, we identified the 10 most significant salesforce.com implementation partners — Accenture, ...
This report outlines Forrester's solution for developing effective objectives and metrics for identity and access management (IAM) programs and initiatives. Most security and risk (S&R) professi...
Customers demand superior service and support as the price for their ongoing loyalty and patronage, and they are increasingly leveraging the chat channel for customer service. The chat vendor la...
This report is designed to give professionals in sales enablement an introduction to the VP of customer service role as well as an overview of the general concerns facing people in this position...
Workplace services are rapidly evolving far beyond their origins in desktop and desk-side management toward a post-desktop future in which end users' consumer-derived expectations dominate the w...

What is a typical chat contact center average handle time, queue abandonment rate, missed chat...
Post a response