Trends Report

Embrace Continuous Improvement To Power Customer Service Operations

Continuous Improvement: The Contact Centers For Customer Service Playbook

August 3rd, 2018
Art Schoeller, null
Art Schoeller
With contributors:
Daniel Hong , Sarah Dawson , Shayna Neuburg


Companies struggle to deliver effective, personal customer service that meets customer expectations and doesn't break the bank. Application development and delivery (AD&D) pros can improve customer service delivery by solidifying existing foundations, choosing a pragmatic approach to benchmarking current operations, and investing in initiatives that have real impact. This report provides a framework for how to embrace continuous improvement for customer service. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.

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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.