Customer Service Solutions

Customer service can make or break any customer relationship. Read tips on finding and implementing the right customer service solutions for your firm.

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Insights

Blog

Three Last-Minute Tips To Make Retail Customer Service Merry And Bright

Christina McAllister November 27, 2023
During the holiday retail crunch and last-minute scramble, read Forrester’s tips to ensure a merry customer service retail season.
Blog

How GenAI Will Reshape CRM’s Value

Kate Leggett October 6, 2023
GenAI in CRM will make your front office more productive, help deliver better customer experiences, and unlock new revenue opportunities. Learn more in this post.

Shine A Spotlight On CX Value

The new CX leader superpower? Measurement. Download our e-book to learn what to measure to prove CX’s value and impact — so you can lead CX to success.

Blog

The 2023 CICS Forrester Wave™ Is Live, And Competition Is Fierce

Christina McAllister August 16, 2023
Our first-time evaluation of this dynamic market, The Forrester Wave™: Conversation Intelligence For Customer Service, Q3 2023, is now live! We looked at the top 11 vendors in this market today and evaluated them across 32 criteria. Forrester defines conversation intelligence for customer service (CICS) as: Software solutions that analyze speech and text conversations between […]
Webinar

Planning Guides 2024: Customer Experience

Explore 2024 insights for investing in CX strategy to drive action, value, and revenue.
Blog

My Favorite Reason To Bring UC And CC Together

Max Ball July 21, 2023
My favorite piece of new research that we uncovered is a use case where brands leverage a shared UC and CC infrastructure to blur the lines between remote offices and a centralized contact center, resulting in better customer experiences and more efficient customer service.
Podcast

Is Asynchronous Chat The Future Of Customer Service?

What It Means May 4, 2023
Asynchronous chat is poised to proliferate throughout the B2C ecosystem, redefining expectations around customer service. Senior Analyst Christina McAllister joins to discuss the benefits and pitfalls of this technology.
Blog

Oh, What A Crisis Can Do!

Max Ball April 18, 2023
It’s not proven that Winston Churchill said “Never let a crisis go to waste.” But whoever said it, they could have been talking about chatbot deployments. Our world is littered with unloved chatbots, useless offerings that deliver horrible experiences and are used by no one. Typically, this is the result of trying to boil the ocean, overthink things, and attempt to create the perfect chatbot right out of the gate. Brands that build their chatbots in response to a crisis don’t have time to overthink anything — they just do it, and this has led to some very successful deployments.

Global

Don’t Miss Our Live 2024 Predictions Deep Dive

Join us on January 18 to hear from the tech, CX, and B2B analysts behind our 2024 global predictions and get an important generative AI update from Forrester’s CEO, George Colony.

Blog

Concentrix Acquiring Webhelp: Setting The Stage For A Two-Horse Race In Contact Center Outsourcing

Christina McAllister March 30, 2023
Yesterday, Concentrix announced that it is entering into negotiations to acquire Webhelp for $4.8 billion, with the transaction expected to close by end of year. This is, of course, quite the acquisition! Webhelp is a well-established player in the contact center outsourcing space (especially in EMEA) and will provide Concentrix with the global coverage they’ve […]
Blog

AI Reshapes The 2023 Forrester Wave™ Evaluation For CCaaS

Max Ball March 27, 2023
In the prior Forrester Wave™ evaluation on contact-center-as-a-service (CCaaS) providers in August of 2020, AI was mentioned offhand a few times. It was not, however, a factor in the Wave scoring at all. A few years changed everything. AI has taken center stage in this year’s Wave, providing new capabilities across many aspects of a CCaaS vendor’s offerings.
Blog

Customer Service In 2023: CX Front And Center

Christina McAllister March 20, 2023
It’s news to no one that the past few years have been tough. Having only just found some stability post-pandemic, companies are now thrust into a new economic crisis. In times like these, customer service teams are often pressured to cut costs — at all costs. While we don’t expect that to change entirely, we […]
Blog

How To Navigate The Generative AI Hype In Customer Service

Christina McAllister February 16, 2023
Here's what you need to consider as you evaluate solutions for your organization.
Blog

Contact Centers Are Leaving Money On The Table

Christina McAllister January 30, 2023
Empowering your front line could unlock billions. Learn how agent empowerment and accountability drives revenue growth.

Grow Faster And Be More Profitable With CX Alignment

Customer-centric B2C companies with aligned CX teams see higher growth and revenue. Download our CX Alignment Toolkit to accelerate growth by engaging and aligning stakeholders.

Blog

Nailing Chat Is Hard — Here’s How To Get It Right

Christina McAllister September 30, 2022
I have spent the better part of the last decade helping enterprises with their digital channel strategies. Omnichannel transformation is still a phrase on many enterprises’ lips, with companies across industries looking to launch (or, in some cases, relaunch) digital channels to support their customers. Lots of things have changed since the early days of […]
Blog

Announcing The CRM Forrester Wave™ Evaluations — And How To Use Them

Kate Leggett August 7, 2022
The global customer relationship management market is projected to grow from $63.91 billion in 2022 to $145.79 billion by 2029, at a CAGR of 12.5%. This second wave that CRM is experiencing is aimed at transforming engagement and business outcomes across an enterprise, surpassing its initial remit of increasing front-office productivity. Companies use CRM to […]
Blog

“You’re Dead To Me,” Said The Patient To Their Patient Portal

Natalie Schibell July 19, 2022
Read this blog to understand what precision nudging is and how it will help improve patient communication, engagement, and outcomes.
Blog

Google’s Latest Experiment: What The Future Of Notifications (Could) Look Like

Julie Ask May 6, 2022
Google’s "Little Signals" aims to alleviate alert overload. What can brands take away from this?
Blog

A Tale Of Two Behemoths

Max Ball April 7, 2022
Some years, Enterprise Connect is the place where the world’s biggest vendors make significant announcements in the unified communications or contact center space. 2022 was one of those years, with both Amazon and Google making significant noise in the contact center space. Amazon Let’s talk Amazon first: It announced its new forecasting, capacity planning, and […]

60% Of Skeptics Will Use (And Love!) GenAI

Surprised? Download Forrester’s 2024 Predictions guide to see why progress will be driven by exploration — and 14 other global predictions on AI, privacy, B2B buyers, hybrid work, and more.

Blog

Customer Service In 2022: The Times They Are A-Changin’

Christina McAllister March 16, 2022
It’s been two years (!) since the pandemic began, and customer service organizations have managed the impossible: moving thousands of agents home practically overnight and rapidly deploying new digital channels, all while supporting millions of COVID-19-stressed customers. Our world has changed, and customer expectations have changed with it. Customer service leaders must shake off decades […]
Blog

CCaaS Hits An Inflection Point

Max Ball February 28, 2022
Rapid Uptick In Customer Adoption  With particularly good reasons and with great intentions, contact centers have been one of the last domains within companies to move their core technology to the cloud. As a critical customer-facing function, contact centers have so much at stake that it makes sense for them not to take chances with […]
Blog

400 Million Reasons To Pay Attention To Contact Center AI

Christina McAllister February 17, 2022
Trends in the conversation intelligence market are getting very interesting. Learn more this blog post.
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