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For Application Development & Delivery Professionals

Design Your Contact Center To Be Customer-Centric

Strategic Plan: The Contact Centers For Customer Service Playbook

September 25, 2019

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This is the Strategic Plan report in The Contact Centers For Customer Service Playbook For 2021.

Why Read This Report

As enterprises strive to offer better customer experience (CX), they must incorporate organizational and operational change into contact center architectural design. Companies must establish customer journey maps that provide a seamless transition between self-service and the contact center. This report shows application development and delivery (AD&D) pros how to develop contact center architectures in line with CX governance. 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

  • The Future Of Contact Centers: Omnichannel And Customer-Centric
  • To Be Customer-Centric, Adopt Solid Architectural Design Principles
  • Recommendations

  • Drive An Outside-In Design Approach For Your Contact Center
  • Supplemental Material
  • Related Research Documents

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