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For Application Development & Delivery Professionals

Build An Outside-In Contact Center Roadmap

Roadmap: The Contact Centers For Customer Service Playbook

December 31, 2020

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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 roadmap 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 roadmap planning of Forrester's solution for customer service leaders. This is an update of a previously published report; Forrester reviews and revises it periodically for continued relevance and accuracy. We're updating it now to include new Forrester Analytics data.

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Table of Contents

  • Link The Contact Center Roadmap To CX Strategy
  • The Complexity Of Contact Center Technologies Can Limit Flexibility
  • Constructing The Roadmap 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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