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

Vision: The Contact Centers For Customer Service Playbook
As organizations strive to succeed in the age of the customer, business and IT professionals responsible for customer service struggle to understand changing customer behavior, re-engineer end-to-end...

Assessment: The Contact Centers For Customer Service Playbook
This report describes the best practices assessment framework that underpins Forrester's solution for application development and delivery (AD&D) executives looking to implement customer service...

Tools And Technology: The Contact Centers For Customer Service Playbook
Delivering a differentiated customer experience requires that you have the right technologies, business processes, and empowered organizational structures to support your organization's customer...

Business Case: The Contact Centers For Customer Service Playbook
Customer service is a cornerstone of a company's customer experience strategy. Delivering good customer service has quantifiable benefits measured in decreased operational costs, increased repurchase...

Benchmarks: The Contact Centers For Customer Service Playbook
This report outlines the method for defining metrics as part Forrester's solution for application development and delivery (AD&D) executives looking to implement customer service metrics. This report...

How The Top 18 Solutions Stack Up
During the past five years, the customer service capabilities of customer relationship management (CRM) suite solutions have greatly matured as vendors have focused on solidifying the foundational...

Executive Overview: The Contact Centers For Customer Service Playbook
Customers increasingly demand experiences that include self-service options, real-time responses, mobile capabilities, and social interactions. But customer service executives face the constant...

Profiles Of Eight Leading Customer Service Outsourcing Vendors
This report outlines the building versus sourcing part of Forrester's solution for application development and delivery (AD&D) executives looking to build, buy, or outsource a customer service...

Business process professionals supporting customer service operations understand the need for data but do little to take responsibility for its quality. Data management professionals, on the other...

To help business process professionals supporting customer service make smart decisions and navigate the complex contact center technology landscape, Forrester surveyed 75 companies to understand the...

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...
Measuring the actual cost of your customer service operations over the different communication channels that you support is difficult. Business process pros supporting customer service operations can...

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...
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...

Companies can use social technologies to help deliver a customer service experience that aligns with customer expectations, ultimately resulting in a more loyal customer base and a larger wallet...
Measuring the success of your customer service operation is difficult. Customer service managers can easily become distracted by the sheer volume of metrics available for tracking operational...
Trends 2010: Listening Platforms
Customer service managers must pragmatically balance the needs of their customers with the needs of their business. Listening platforms allow customer service organizations to better understand how...

The Forrester Wave™: Community Platforms, Q4 2010
Organizations strive to differentiate themselves by delivering an outstanding customer service experience. Community platforms allow customers to interact with peers to share information, solve...
2011 Will Challenge The Status Quo Of eBusiness Online Customer Service
Organizations strive to differentiate themselves by delivering an outstanding customer service experience. However, customer expectations are rising dramatically. Customers today are increasingly...
IBM Netezza, a provider of data warehouse and analytics appliances, needed to tame its knowledge problem. Knowledge resided in multiple sources: a customer call ticket system, a knowledge base,...
Symantec, a provider of security, management, backup and recovery, data availability, and data loss prevention products, was considering novel ways to make relevant content available to its technical...
Woodmen of the World, a fraternal benefit society that provides insurance and investment products, was consolidating the operations of three divisions into one and needed a solid knowledge management...
Use Knowledge To Power Personalized Customer Experiences
Customer service managers agree that the right knowledge, delivered at the right time in the service resolution process, is critical to a successful interaction. But they struggle to tame the volume...

VMware, a provider of virtualization and cloud infrastructure solutions, needed a way to broaden the reach of its customer service web self-service site so that it could offer proactive as well as...