How To Report

Design An Insights-Driven Contact Center

Empower Your Contact Center Front Line To Meet Organizational CX Objectives

January 5th, 2023
With contributors:
Ashutosh Sharma , Arjun Kalra , Bill Nagel


Contact centers are an important source of customer insights and critical partners in implementing actionable recommendations to improve the organization’s customer experience (CX). But contact centers are rarely fully embedded into organizational CX analytics and insights programs. This report helps CX pros understand the dos and don’ts of designing organizational CX objectives and provides guidance on the need to empower the contact center front line with impactful insights and the methods for doing so.

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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.