Forrester

Why Read This Report

Customers increasingly demand experiences that include self-service options, real-time responses, mobile capabilities, and social interactions. But customer service executives face the constant challenge of responding effectively to rapidly changing customer expectations at a cost that makes sense for the business. Forrester's contact centers for customer service playbook outlines four steps for AD&D professionals who want to optimize and innovate with customer service operations: 1) discover: establish the value of customer service; 2) plan: set the right strategy; 3) act: execute the strategy with precision; and 4) optimize: measure and improve operations.