Trends Report

Forrester’s 30-60-90-Day COVID-19 Response Plan For Customer Service — Create And Sustain A Virtual Model

August 24th, 2020

Summary

The COVID-19 pandemic created a crisis for many contact centers, disrupting operations for HR, training, quality assurance, and workforce management. Many enterprises also experienced wide swings in customer service demand, which required contact center leaders to realign objectives (e.g., service levels) with business leaders. Capturing and refining lessons learned during the work-from-home experience will enable a new, more Agile customer service operational model.

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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.