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For Application Development & Delivery Professionals

Embrace Continuous Improvement To Power Customer Service Operations

Continuous Improvement: The Contact Centers For Customer Service Playbook

August 3, 2018


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This is the Continuous Improvement report in The Contact Centers For Customer Service Playbook For 2020.

Why Read This Report

Companies struggle to deliver effective, personal customer service that meets customer expectations and doesn't break the bank. Application development and delivery (AD&D) pros can improve customer service delivery by solidifying existing foundations, choosing a pragmatic approach to benchmarking current operations, and investing in initiatives that have real impact. This report provides a framework for how to embrace continuous improvement for customer service. 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

  • Poor Service Frustrates Customers And Escalates Costs
  • Shore Up Your Customer Service Foundation
  • Be Pragmatic When Improving Operations
  • Case Studies: Big Visions Are Achieved Through Continuous Efforts
  • Recommendations

  • Prove The Value By Starting Small
  • Supplemental Material
  • Related Research Documents

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