Trends Report

Brief: Adapt — Don't Scrap — Your Workforce Optimization Tools To Support Social Customer Service

July 23rd, 2015
Ian Jacobs, VP, Research Director
Ian Jacobs VP, Research Director
With contributors:
Stephen Powers , Danielle Jessee , Peter Harrison

Summary

Application development and delivery (AD&D) professionals supporting contact centers, in a race to develop applications in the age of the customer, view social customer service warily. On the one hand, they recognize that younger customers want service via social channels. On the other hand, they fear that social upends all their well-developed workforce optimization tools and processes for customer service. This report details the metrics, forecasting, and quality monitoring processes and tools that AD&D pros will need to adapt for social customer care.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

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.