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For Application Development & Delivery Professionals

Mind The Gap When Organizing To Support Contact Center Applications

Organization: The Contact Centers For Customer Service Playbook

July 7, 2020

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Why Read This Report

Contact center applications require high reliability and scale that exceed typical requirements for enterprise applications. Configuring them drives not only the customer experience but the agent and management experience, as well. How should technology organization leaders organize to support these specialized sets of applications? This report examines the gap between contact center operational roles and application development and delivery (AD&D) professionals. 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

  • Contact Centers Are Growing, But Staffing Gaps Impair Performance
  • Organize By Contact Center Functional Skills To Fill The Gap
  • Contact Center Operations Will Be Part Of An Omnichannel Strategy
  • Close The Gap With An Aligned Organizational Model
  • Recommendations

  • Pick A Model To Close The Gap, And Develop A Living RACI
  • Supplemental Material
  • Related Research Documents

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