Trends Report

Forrester’s 30-60-90-Day COVID-19 Response Plan For Customer Service — New Labor Models Change The People Equation

May 8th, 2020
Ian Jacobs, VP, Research Director
Ian Jacobs VP, Research Director
Andrew Hewitt, Principal Analyst
Andrew Hewitt Principal Analyst

Summary

The COVID-19 crisis has strained contact center agents forced to shift to working from home; coming out of the pandemic, brands will need to focus on reducing those pressures. Over the long term, treat this crisis as an opportunity for a blank slate: Design the ideal remote workforce, workflow, and work styles, rather than just replicating what you had in your brick-and-mortar contact centers.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.