The 30-60-90 Day Plan For Customer Service During And After COVID-19

A Complimentary Forrester Webinar

As some regions around the globe relax their shelter-in-place restrictions, many brands continue to focus on nailing down a coherent customer service approach that incorporates a huge helping of a work-at-home workforce.

During this complimentary webinar, join Forrester analysts Ian Jacobs and Daniel Hong, and Forrester’s lead consultant in customer service, Kara Hoisington, as they explain how brands can ensure customers’ needs are met, optimize their agents’ productivity, and safeguard the bottom line.

This webinar includes a walk through of Forrester’s 30-60-90-Day COVID-19 Response Plan For Customer Service framework, which covers four key pillars:

People — The agents, workforce planners, quality managers, supervisors, and managers that form the backbone of your customer service organization.
Objectives — The day-to-day operations of your contact centers.
Strategy — The business decisions that drive your approach to customer service during the COVID-19 pandemic, including security and risk considerations.
Technology — The tools that your team (and your customers) use to create compelling customer service experiences.

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Duration:
45 minutes

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Featuring

Ian Jacobs

VP, Research Director, Forrester

Kara Hoisington

Principal Consultant, Forrester