Best Practice Report

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

Processes: The Contact Centers For Customer Service Playbook

September 11th, 2020
Ian Jacobs, VP, Research Director
Ian Jacobs VP, Research Director
Kate Leggett, VP, Principal Analyst
Kate Leggett VP, Principal Analyst
With contributors:
Daniel Hong , Hailey Colin

Summary

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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