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For Application Development & Delivery Professionals

Win Funding For Your Customer Service Project

Business Case: The Contact Centers For Customer Service Playbook

March 19, 2018


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This is the Business Case report in The Contact Centers For Customer Service Playbook For 2019.

Why Read This Report

In the age of the customer, customer service must be a cornerstone of a company's customer experience (CX) strategy. Customer service application pros must invest in modernizing their technology. Doing so requires a sound business case. This report, part of Forrester's contact centers for customer service playbook, addresses the four questions every business case must answer: What are the business benefits? What is the impact on project costs? How will future initiatives benefit from this project? And how will we mitigate risks? This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy. For this version, we've added new data and examples.

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Table of Contents

  • Transform Customer Service To Deliver Great Experiences
  • Use TEI To Win Funds For Customer Service Initiatives
  • Recommendations

  • Become A Business Case Expert
  • Supplemental Material
  • Related Research Documents

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