Forrester

For Application Development & Delivery Professionals

Blog:Nuance Acquires VirtuOz. What Does This Really Mean?

The word on the street is that Nuance is buying the online virtual agent company VirtuOz for an undisclosed sum (see the TechCrunch article here). So what does this acquisition mean? Let's start...

For Business Process Professionals

Client Inquiry:Call Center: From Administration To Selling Activity

We believe we can increase sales with our call centers in our direct marketing organization if we can figure out how to transform our phone interactions into selling activities instead of...

For Application Development & Delivery Professionals

Blog:Forrester's Top 15 Trends For Customer Service In 2013

2012 is still a vivid memory for most of us. But it’s time to look ahead to 2013 and focus on the key trends that customer service professionals need to pay attention to as they plan for...

For Business Process Professionals

Blog:Forrester's 10-Step Program On Mastering The Service Experience: A Quick Recap

Today, the gap between a customer’s expectations and the customer experience they receive is huge. In our latest customer experience survey, we found that just over one-third of US brands...

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
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For Application Development & Delivery Professionals

Blog:More Market Consolidation With Oracle Acquiring RightNow: More Questions Asked Than Answered

It’s exciting to see the news of yet another acquisition in the world of customer service with the announcement of  Oracle’s intent to acquire RightNow. Today’s contact center...

For Application Development & Delivery Professionals

Blog:Multichannel Customer Service Is Dead. Long Live Agile Service!

Multichannel commerce is dead, says fellow analyst Brian Walker in Forbes . The essence of this article is that customers don’t choose to interact with you on a single communication channel...

For Business Process Professionals

Client Inquiry:Using Call Center Products To Deliver Great Customer Service Experiences

Upon reading Forrester's January 28, 2010, "Rating Customer Service Experiences, 2010" report by Bruce D. Temkin, I utilized the customer service experiences article to identify companies that had...

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
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For Application Development & Delivery Professionals

Report:Decide Whether To Build Or Source Your Customer Service Operations

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...

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For Application Development & Delivery Professionals

Blog:Clear Messaging And Execution Strategy With Microsoft Dynamics CRM 2011

Microsoft was kind enough to invite me to Microsoft's Dynamics Fall Analyst Event — a two-day event packed with product, strategy, customer, and partner information. The focus was...

For Application Development & Delivery Professionals

Blog:The Future Is Sweet For SugarCRM

SugarCRM was kind enough to invite me to its analyst day and conference — a three-day event packed with product, strategy, customer, and partner information. The firm’s focus was clearly...

For Application Development & Delivery Professionals

Report:Community Platforms Extend Customer Service Solutions For Increased Satisfaction Ratings

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...

• Downloads: 312

For Business Process Professionals

Client Inquiry:Should We Use The Same Knowledge Management User Interfaces For Customers And Call Center Agents?

Is using the same knowledge management user interface (UI) for both customers (outward-facing) and call center agents a bad idea?

For Application Development & Delivery Professionals

Report:Listening Platforms Find Traction In Customer Service Organizations

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...

• Downloads: 214
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For Application Development & Delivery Professionals

Blog:Standalone Knowledge Management Is Dead With Oracle's Announcement To Acquire InQuira

Its exciting news to see Oracle announce its intention to acquire InQuira. We have been waiting for this news for a long time. The reasons are multifold: Today’s contact center ecosystem is...

For Application Development & Delivery Professionals

Blog:Forrester’s 6 Categories Of Best Practices For Customer Service Knowledge Management

The right knowledge, delivered to the customer or the customer service agent at the right time in the service resolution process, is critical to a successful interaction. When done correctly,...

For Application Development & Delivery Professionals

Blog:Oracle's Customer Experience Management Technology: Its A Good Thing, But Really Hard To Do

I was at Oracle’s Analyst day today, and spent time with the Customer Experience Team drilling into the technology that allows organizations to deliver consistent, cross-channel,...

For Application Development & Delivery Professionals

Blog:Siri Is Shining A Spotlight On Virtual Agents

Siri, Apple’s voice-activated virtual agent (VA), has raised the profile of this technology category. Siri provides the right engagement paradigm: ask a question and get an answer - a right...

For Application Development & Delivery Professionals

Blog:Customer Service Done Right In 10 Easy Steps: Step 2

We all know that the gap between a customer’s expectations and the service they receive is huge. Customers are increasingly knowledgeable about products and demand value-added, personalized...

For Application Development & Delivery Professionals

Blog:The 4 P's Of Customer Service

We all know the 4 P’s of marketing – product, price, placement, promotion – that dictate the success of your marketing initiative. But, what about customer service? To me, 4...

For Application Development & Delivery Professionals

Report:TechRadar™ For Infrastructure And Operations Professionals: Contact Center Solutions, Q3 2011

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...

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For Application Development & Delivery Professionals

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

For Application Development & Delivery Professionals

Report:Market Overview: Customer Service Specialty Solutions

Twenty-Four Solutions For Delivering Differentiated Customer Experiences

Customers demand superior service and support as the price for their ongoing loyalty and patronage. To help you navigate the complex solution landscape to fill your customer interaction management...

• Downloads: 1561

For Business Process Professionals

Client Inquiry:Are Companies Outsourcing Their IT Help Desks?

Are companies outsourcing their IT help desks? If so, are they having issues? Have any companies brought them back in-house or moved to nearshore options?