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For Application Development & Delivery Professionals

Gauge Your Customer Service Maturity

Assessment: The Contact Centers For Customer Service Playbook

July 8, 2020


Why Read This Report

An explosion of channels, new technologies like AI, and increasingly demanding consumers challenge organizations to reshape their service approach in the age of the customer. Customer service success is a journey, not a destination. Every journey has a starting point. This report guides you through Forrester's customer service assessment so customer service leaders who focus on application development and delivery (AD&D) can gauge where their organization is on its journey and discover which core competencies they need to strengthen or develop. This is an update of a previously published report; Forrester reviews and revises it periodically for continued accuracy and relevance.

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Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.

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Table of Contents

  • Without Focus, Customer Service Initiatives Falter
  • Four Competencies Drive Successful Customer Service Experiences
  • Take Action Now
  • Recommendations

  • Capitalize On The Best Practices Framework For Customer Service
  • Supplemental Material
  • Related Research Documents

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