Best Practice Report

Better Governance Leads To Better Customer Service — Yes, Really!

Processes: The Contact Centers For Customer Service Playbook

September 11th, 2020
With contributors:
Daniel Hong , Hailey Colin


Companies struggle to deliver reproducible, effective, personalized customer service that's in line with customers' expectations and within cost constraints. Siloed governance processes are a consistent root cause of poor customer service, and application development and delivery (AD&D) professionals have an opportunity to help unify these processes across business units, channels, and technology applications. This report provides a framework for transforming your firm's customer service governance program to optimize your customer service delivery. This is an update of a previously published report; Forrester reviews and revises it periodically for continued relevance and accuracy. This edition includes new data and customer examples.

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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.