Best Practice Report

Build An Outside-In Contact Center Roadmap

Roadmap: The Contact Centers For Customer Service Playbook

December 31st, 2020
Art Schoeller, null
Art Schoeller
With contributors:
Kate Leggett , Daniel Hong , Hailey Colin , Diane Lynch


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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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.