Best Practice Report

Win Funding For Your Customer Service Project

Business Case: The Contact Centers For Customer Service Playbook

August 14th, 2020
With contributors:
Daniel Hong , Hailey Colin , Shayna Neuburg


In the age of the customer, customer service must be a cornerstone of a company’s customer experience (CX) strategy. This report 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? Forrester’s Total Economic Impact™ (TEI) methodology helps customer service leaders make better decisions by helping them quantify, communicate, and realize the complete business value of a technology investment.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.