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For Application Development & Delivery Professionals

Transform The Contact Center For Customer Service Excellence

Executive Overview: The Contact Centers For Customer Service Playbook

January 15, 2021

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Why Read This Playbook

Customer service is at a tipping point. Customers contact enterprises more often and via more channels; they shift between channels seamlessly and even use multiple channels simultaneously. Enterprises must transform operations with automation, AI, and knowledge — and transform their workforces to work side by side with AI. Forrester's contact centers for customer service playbook provides steps for application development and delivery (AD&D) pros to innovate and manage customer service operations. This is an update of a previously published report; Forrester reviews and revises it periodically for continued relevance and accuracy.

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