Forrester

For Application Development & Delivery Professionals

Report:TechRadar™ For AD&D Pros: Contact Center Solutions For Customer Service, Q2 2013

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...

• Downloads: 165
• Rating:

For eBusiness & Channel Strategy Professionals

Report:Understand Communication Channel Needs To Craft Your Customer Service Strategy

Consumers' preferences for customer service channels are rapidly changing. And it's not just the younger generation of consumers — there's disruption and change across all ages and...

• Downloads: 336
• Rating:

For Application Development & Delivery Professionals

Report:Navigate The Future Of Customer Service

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...

• Downloads: 1509
• Rating:

For Business Process Professionals

Report:Forrester's Best Practices Framework For Customer Service Self-Assessment

• Downloads: 66
• Rating:

For Application Development & Delivery Professionals

Report:Assess Customer Service Capabilities To Pinpoint Opportunities For Better Service

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...

• Downloads: 1376
• Rating:

For Application Development & Delivery Professionals

Report:Choose The Right Customer Service Solution For Your Business

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...

• Downloads: 346
• Rating:

For Application Development & Delivery Professionals

Report:Win Funding For Your Customer Service Project

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...

• Downloads: 214
• Rating:

For Application Development & Delivery Professionals

Report:Implement Effective Customer Service Metrics

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...

• Downloads: 561
• Rating:

For Application Development & Delivery Professionals

Report:The Forrester Wave™: CRM Suite Customer Service Solutions, Q3 2012

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...

• Downloads: 1371
• Rating:

For Application Development & Delivery Professionals

Report:Transform The Contact Center For Customer Service Excellence

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...

• Downloads: 755
• Rating: