Summary
Customer service disappointments are often a result of poor strategy. Forrester's Customer Service Innovation Framework provides you with 150 best practice capabilities — organized into six categories — that drive customer retention, loyalty, reduced costs, and increased revenue. The self-assessment tool allows you to compare your company against best practices and identify which initiatives are mission critical. Both this document and the self-assessment tool will help you to gain executive buy-in, build stakeholder consensus, hire better agents, and select the right technologies for loyalty creating customer experiences.
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