Transform The Contact Center For Customer Service Excellence
May 1, 2017
Why Read This Playbook
Customers increasingly demand effortless customer service. Customer service executives face the constant challenge of simultaneously meeting customer expectations and business cost goals. Forrester's contact centers for customer service playbook outlines four steps for application development and delivery (AD&D) professionals to optimize and innovate customer service operations: 1) discover: establish the value of customer service; 2) plan: set the right strategy; 3) act: execute the strategy with precision; and 4) optimize: measure and improve operations. This is an update to the report last published on April 11, 2016; Forrester reviews and updates it periodically for continued relevance and accuracy.
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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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