About Forrester
Forrester Research, Inc. is an independent research company that provides pragmatic and forward-thinking advice to global leaders in business and technology.

Sarah Rotman Epps is a Senior Analyst serving marketing leadership professionals, based in San Francisco. She studies the evolution of personal computing: how devices are changing, the new consumer behaviors they produce, and the industries they disrupt. She advises marketing and strategy leaders on how to capitalize on these trends through Forrester’s syndicated research, consulting, public speaking, and blogging.
Sarah's research is quoted frequently in The New York Times, The Wall Street Journal, the Financial Times, BusinessWeek, The Economist, and other leading publications. She has appeared as an expert on CBS Sunday Morning, CNN, CNBC, Bloomberg TV, and NPR. She is a guest blogger on Forbes.com, ReadWrite.com, Ars Technica, PaidContent.org, AdAge, and All Things D. Sarah is a sought-after speaker at industry events.
Sarah joined Forrester in 2004. Prior to her current role, Sarah was an analyst covering media and content, helping publishers optimize their digital content and monetization strategies. Before joining Forrester, Sarah was the publishing director at Let's Go Publications, where she oversaw the publication of the annually updated series of 40 travel guides.
Sarah graduated magna cum laude from Harvard University with a B.A. in visual and environmental studies. She cross-registered at MIT and wrote her thesis on tangible interfaces and alternatives to keyboard and mouse computing.
Given the sheer volume of vendors in the customer experience analytics (CEA) space, it would be helpful to understand how Forrester buckets these vendors, whether it be by functional focus (e.g.,...
Complete This Self-Assessment Before Making Outsourcing Or Technology Upgrade Decisions
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We are looking for telephony advice (including IVR/ACD) and direction. To that end, what are some of the things we ought to bear in mind when implementing a customer service operation? We would like...

Despite Budget Pressures, Infrastructure And Operations Professionals Are Driving A Wide Array Of Contact Center Upgrades
I&O Must Organize IT Around A Common UC Road Map To Reduce Risk And Increase Adoption
In the American Civil War, many combatants shared a common background of having attended the Unites States Military Academy at West Point as cadets. The war pitted not only brother against brother...
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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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I&O Teams Can Take A More Active Role In Driving User Adoption By Avoiding Six Common UC Deployment Pitfalls
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Could you please provide some guidance on how to select a vendor to do an IVR implementation?

The Growing Maturity Of Cloud Computing Influences More Contact Center Applications Decisions
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What are the best practices for call center analytics? Also, we currently have VPI installed for quality monitoring and are considering either upgrading their product or switching solutions to meet...
The Challenges And Benefits Of Supporting Work-At-Home Agents
Forrester identified issues facing contact center infrastructure and operations (I&O) managers in November 2008, when we first published this report. In 2011 with the economy strengthening, they now...
Highly Integrated With A Risk Of Lock-In
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This report outlines Forrester's solution for IT infrastructure and operations (I&O) professionals who are building out communications and collaboration infrastructure. This report is designed to...

Road Map: The Contact Centers For Customer Service Playbook
This report outlines the road map planning of Forrester's solution for applications development and delivery (AD&D) professionals working in customer service. For most industries, a large percentage...

Despite Budget Pressures, Infrastructure And Operations Professionals Are Driving A Wide Array Of Contact Center Upgrades
The uncertain world economic outlook makes firms reluctant to hire new workers. Thus, it's no surprise that infrastructure and operations (I&O) pros are keen to invest in contact center upgrades to...