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Win Funding For Your Customer Service Project

Business Case: The Contact Centers For Customer Service Playbook

August 14, 2020


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This is the Business Case report in The Contact Centers For Customer Service Playbook For 2021.

Why Read This Report

In the age of the customer, customer service must be a cornerstone of a company's customer experience (CX) strategy. Customer service leaders must invest in modernizing their technology. Doing so requires a sound business case. This report, part of Forrester's contact centers for customer service playbook, addresses the four questions that every business case must answer: What are the business benefits? What are the costs? What future flexibility does the initiative create or decrease? And what are the risks and uncertainties? This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy. For this version, we've added new data and examples.

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Table of Contents

  • Transform Customer Service To Deliver Great Experiences
  • Use TEI To Win Funds For Customer Service Initiatives
  • Recommendations

  • Become A Business Case Expert
  • Supplemental Material
  • Related Research Documents

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