WHY READ THIS PLAYBOOK
Customers increasingly demand effortless customer service over a range of touchpoints and communication channels. Customer service executives face the constant challenge of simultaneously meeting customer expectations and business cost goals. Forrester's contact centers for customer service playbook outlines four steps for application development and delivery (AD&D) professionals to optimize and innovate customer service operations: 1) discover: establish the value of customer service; 2) plan: set the right strategy; 3) act: execute the strategy with precision; and 4) optimize: measure and improve operations. This is an update to the report originally published on November 11, 2014; Forrester reviews and updates it periodically for continued relevance and accuracy.