Best Practice Report

Win Funding For Your Customer Service Project

Business Case: The Contact Centers For Customer Service Playbook

August 14th, 2020
Ian Jacobs, VP, Research Director
Ian Jacobs VP, Research Director
Kate Leggett, VP, Principal Analyst
Kate Leggett VP, Principal Analyst
With contributors:
Daniel Hong , Hailey Colin , Shayna Neuburg

Summary

In the age of the customer, customer service must be a cornerstone of a company’s customer experience (CX) strategy. This report addresses the four questions that every business case must answer: What are the business benefits? What are the costs? What future flexibility does the initiative create or decrease? And what are the risks and uncertainties? Forrester’s Total Economic Impact™ (TEI) methodology helps customer service leaders make better decisions by helping them quantify, communicate, and realize the complete business value of a technology investment.

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