Trends Report

Many Firms Damage CX By Mismanaging Call Center Staffing And Performance

February 19th, 2020
Karine Cardona-Smits, null
Karine Cardona-Smits


Customer service agents with skills and a connection to customers are worth the cost. Customers know when service representatives don’t care. If customer service calls are too short, they don’t solve problems. AI can learn to answer questions, but not without a team of human agents to train it.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

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.