Forrester

For Customer Experience Professionals

Report:Call Center Experiences Leave Consumers On Hold For Something Better

Consumers Rate Their Satisfaction With Call Center Agent Interactions Across 13 Industries

Consumers report low satisfaction for conversations with call center agents. PC manufacturers, TV service providers, and Internet service providers receive the brunt of their ire. The good news? The...

• Downloads: 666
• Rating:

For CIO Professionals

Tool:TechRadar™: Creation Phase Technologies

For Customer Experience Professionals

Report:Want Loyalty? Improve Your Call Center Customer Experience

Call Center Satisfaction Ties To Loyalty Across 11 Industries

Call center satisfaction correlates with three loyalty metrics: consumers' willingness to repurchase, reluctance to switch, and likelihood to recommend. Call satisfaction also correlates highly with...

• Downloads: 827

For eBusiness & Channel Strategy Professionals

Report:Mastering Login Issues

Ensuring Your Website Maximizes Login Resolution

Login management is a critical eBusiness issue. Consumers frequently experience login issues due to their multiple user names and passwords. If login resolution isn't seamless, these customers will...

• Downloads: 484

For eBusiness & Channel Strategy Professionals

Report:Website Functionality Benchmark: European Consumer Electronics Retailers

Forrester Applies Its Website Functionality Benchmark Methodology To The Sites Of Four Specialist European Consumer Electronics Retailers

Forrester applied its Website Functionality Benchmark evaluation methodology to four European consumer electronics retailers: Best Buy UK, Currys, Darty, and Redcoon. These specialist retailers...

• Downloads: 309

For CIO Professionals

Tool:TechRadar™: Survival Phase Technologies

For Customer Experience Professionals

Tool:Call Center Satisfaction Correlates With Future Purchases

For CIO Professionals

Tool:TechRadar™: Enterprise Video, Q1 2011

For Customer Experience Professionals

Report:Web-Phone User Experience 2010: PC Laptop Manufacturers

Forrester Applies Its Web-Phone User Experience Review Methodology To Four Top US Firms

Forrester applied its Web-Phone User Experience Review methodology to the experiences at four large PC laptop manufacturers: Apple, Dell, HP, and Toshiba. The results: Apple came out ahead, but the...

• Downloads: 249

For eBusiness & Channel Strategy Professionals

Tool:Example Benefits Of A Third-Party Recommendation Engine

For eBusiness & Channel Strategy Professionals

Tool:Results From Website Functionality Benchmark Of Five Luxury Brands

For eBusiness & Channel Strategy Professionals

Report:Website Functionality Benchmark 2011: Luxury Fashion Brands

Forrester Applies Its Website Functionality Benchmark Methodology To The Sites Of Five European Luxury Fashion Brands

Forrester evaluated the transactional websites of five European luxury fashion brands — Burberry, Dolce&Gabbana, Gucci, Hermes, and Louis Vuitton — using our Website Functionality...

• Downloads: 997
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For Marketing Leadership Professionals

Tool:Mobilizing The Empowered IDEA Framework

For eBusiness & Channel Strategy Professionals

Report:How German Banking Customers Use Different Channels, 2011

In Germany, as many consumers now bank online as in the branch. Younger, better-educated customers with higher incomes are migrating to the Internet and the mobile channel. While the Web is becoming...

• Downloads: 430
• Comments: 1
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For eBusiness & Channel Strategy Professionals

Tool:Retailer Adoption And Attitudes Toward Site Merchandising Tools

For CIO Professionals

Tool:TechRadar™: Growth Phase Technologies

For Customer Experience Professionals

Report:Health Plan Customer Experience Professionals' Introduction To Making Proactive Chat Work

Health plan customer experience professionals are tasked with reducing administrative costs (principally by diverting calls from the call center), while driving customer satisfaction scores up. This...

• Downloads: 285

For Enterprise Architecture Professionals

Report:Insurance Claims: A Classic Untamed Process

Taming The Insurance Claim Experience

At its highest level, a business process is any activity that helps an enterprise achieve its goals. In insurance, industry-specific applications form the transactional backbone of claims processing;...

• Downloads: 431

For CIO Professionals

Tool:TechRadar™: Enterprise Video, Q1 2011 Technologies Evaluated

For eBusiness & Channel Strategy Professionals

Report:Website Functionality Benchmark: Australian Consumer Electronics Retailers

Forrester Applies Its Website Functionality Benchmark Methodology To The Websites Of Five Australian Consumer Electronics Retailers

Consumer electronics retailers in Australia face many challenges, but online retail is booming despite the relatively modest feature set provided by most Australian sites. To dig deeper, Forrester...

• Downloads: 156

For Marketing Leadership Professionals

Tool:Mobile Mass Influencers Express Their Opinions Via SMS

For Customer Experience Professionals

Tool:Call Center Satisfaction Correlates With Retention

For eBusiness & Channel Strategy Professionals

Tool:Channels Canadian Insurance Customers Use

For eBusiness & Channel Strategy Professionals

Report:Online Retailing In Australia 2011: Marketing, Merchandising, And Customer Service

Despite the momentum in Australian online retail, the sector is still quite focused on the basics of customer engagement. When it comes to marketing, this means online retailers don't just prioritize...

• Downloads: 260

For eBusiness & Channel Strategy Professionals

Report:Emerging Technologies Help Post-Purchase Support Strategies

In the past six months 32% of US online adults have purchased a product with which they experienced difficulty assembling or using. Emerging technologies including co-browsing, forums, and video have...

• Downloads: 345