Art Schoeller's Research
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For Application Development & Delivery Professionals
REPORT: Vendors Battle For The Heart Of The Contact Center
Landscape: The Contact Centers For Customer Service Playbook
February 19, 2021Art Schoeller, Kate Leggett, Ian Jacobs
The heart of the contact center comprises a set of complex, unintegrated technologies that firms must leverage to deliver quality service. But application development and delivery (AD&D) pros supporting customer service operations need cloud-ready, deeply integrated technology suites. This report examines the market dynamics and buyer requirements for contact center technologies. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.
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For Application Development & Delivery Professionals
REPORT: The Forrester Tech Tide™: Contact Center Technologies For Customer Service, Q1 2021
Twenty Technologies Underpin Customer Service
January 19, 2021 Kate Leggett, Ian Jacobs, Art Schoeller, Vasupradha Srinivasan
Customer service is increasingly critical to firms' ability to win, serve, and retain their customers. To accelerate their performance in customer service, companies are evaluating and adopting a range of contributing technologies. This Forrester Tech Tide™ report presents an analysis of the maturity and business value of the 20 technology categories that support customer service. Customer service leaders should read this report to shape their firm's investment approach to these technologies.
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For Application Development & Delivery Professionals
REPORT: Build An Outside-In Contact Center Roadmap
Roadmap: The Contact Centers For Customer Service Playbook
December 31, 2020Art Schoeller
In most industries, a large percentage of customer contacts need support from contact center agents. Developing a solid contact center roadmap in the context of a broader customer experience (CX) ecosystem allows enterprises to differentiate themselves from the competition and reduce costs. This report outlines the roadmap planning of Forrester's solution for customer service leaders. This is an update of a previously published report; Forrester reviews and revises it periodically for continued relevance and accuracy. We're updating it now to include new Forrester Analytics data.
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For Application Development & Delivery Professionals
REPORT: Opportunities And Risks Accompany The Use Of Employee Collaboration And Meeting Technology
Video, Audio, And Chat Just Got More Complicated For Enterprises
December 11, 2020 Cheryl McKinnon, Art Schoeller, Heidi Shey
Hundreds of millions of workers are on chats, video, and audio calls each day, with many working from home — this is the "new normal." Application development and delivery (AD&D) leaders and their legal, information management, and security peers should read this report to understand the key issues of using and refining meeting and collaboration tools, including retention, security, and appropriate use. Many organizations are at risk and will be playing catch-up here.
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For Application Development & Delivery Professionals
REPORT: Organizing For Success In Collaboration
Organization: The Enterprise Collaboration Playbook
October 23, 2020Art Schoeller
Too often, technology leaders approach staffing for collaboration as they would other projects led by the technology organization. Application development and delivery (AD&D) leaders must establish resources to address the concerns of key stakeholders from finance, HR, legal, compliance, and security. They must also establish a plan to address adoption; this requires new skills unfamiliar to the majority of technology organizations. This is an update to a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.
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