Trends Report

Craft Your Contact Center Investment Plans In Light Of Technology Adoption Patterns

November 7th, 2011
Kate Leggett, VP, Principal Analyst
Kate Leggett VP, Principal Analyst
With contributor:
William Band

Summary

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 surveyed 75 companies to understand the adoption patterns of 18 types of contact center technologies. The most important goal for contact center leaders is fostering stronger customer loyalty. But changing underlying work patterns to achieve this objective is a big challenge, as is linking together the disparate solutions needed to support end-to-end customer processes. This report spotlights the state of adoption of key contact center technology solution categories, pinpoints the significant challenges to delivering exceptional customer service, and highlights the important purchasing considerations that customer service leaders have when seeking cost-effective solutions.

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