Trends Report

Forrester’s 30-60-90-Day COVID-19 Response Plan For Customer Service

April 21st, 2020

Summary

To help brands navigate the historic customer service challenges posed by the current pandemic and subsequent need for mass mobilization of a remote workforce, Forrester created a framework covering four key pillars of contact center operations: people, objectives, strategy, and technology. Plan to meet the challenges that your agents face when working at home — from social isolation to living conditions poorly suited to a professional environment, including roommates, pets, and potential connectivity issues. Longer term, treat this crisis as an opportunity for a blank slate, allowing you to design the ideal remote workforce and workflow and interaction channels, rather than just replicating what you had in your brick-and-mortar contact centers.

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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.