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For Application Development & Delivery Professionals

Better Governance Leads To Better Customer Service — Yes, Really!

Processes: The Contact Centers For Customer Service Playbook

March 2, 2018


Why Read This Report

Companies struggle to deliver reproducible, effective, and personalized customer service that's in line with customers' expectations and companies' cost constraints. Siloed governance processes are a consistent root cause of poor customer service, and application development and delivery (AD&D) professionals have an opportunity to help unify these processes across business units, channels, and technology applications. This report provides a framework for transforming your firm's customer service governance program to optimize your customer service delivery. This is an update of a previously published report; Forrester reviews and revises it periodically for continued relevance and accuracy. We've updated this edition to factor in new data and customer examples.

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Table of Contents

  • Customer Service Still Misses The Mark More Often Than Not
  • Poor Governance Is The Root Cause Of Customer Service Dysfunction
  • Transform Governance Components To Tame Bad Customer Service
  • Recommendations

  • Begin The Journey To Unified Processes, Policies, And Organization
  • Supplemental Material
  • Related Research Documents

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