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For Application Development & Delivery Professionals

Build An Outside-In Contact Center Road Map

Road Map: The Contact Centers For Customer Service Playbook

August 7, 2018

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Why Read This Report

In most industries, a large percentage of customer contacts need support from contact center agents. Developing a solid contact center road map in the context of a broader customer experience (CX) ecosystem allows enterprises to differentiate themselves from the competition and reduce costs. This report outlines the road map planning of Forrester's solution for customer service leaders. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.

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Table of Contents

  • Link The Contact Center Road Map To CX Strategy
  • The Complexity Of Contact Center Technologies Can Limit Flexibility
  • Constructing The Road Map Requires The Right Roles And Approach
  • Recommendations

  • Align Contact Center Investments With The Broader CX Strategy
  • Supplemental Material
  • Related Research Documents

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