Customer service disappointments are often the result of poor strategy. Forrester's Best Practice Framework For Customer Service defines 158 best practices, organized into eight categories, that drive customer retention, customer loyalty, reduced costs, and increased revenue. This framework provides a self-assessment methodology to compare your company against best practices and pinpoint the customer service initiatives that are critical to delivering a superior customer service experience. Use the framework to define strategy, gain executive buy-in, build stakeholder consensus, manage customer service agents more effectively, and select the right technologies for loyalty-creating customers.
Use Forrester's Best Practice Framework For Customer Service to benchmark your operations. Evaluate yourself against best practices across the following dimensions:
- Customer service strategy
- Business processes: case management, multichannel communications, field service
- Technology: customer analytics and feedback, customer data management, technology infrastructure
- People management to support a customer-centric culture
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