Trends Report

Human Customer Service Is An Opportunity Center — Not A Cost Center

February 19th, 2020

Summary

There is an empirical connection between human customer service and loyalty. Agents’ thoroughness, timeliness, and power to escalate issues connect to CX quality. Great human representatives uncover needs and make sales that chatbots can’t. Humans understand complex issues and patterns in customer behavior that are beyond the capabilities of chatbots.

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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.