Role Connections Report

The CX Professional’s Guide To Working With Contact Center Technologies And Leaders

April 30th, 2021
With contributors:
Harley Manning , TJ Keitt , Hailey Colin , Ben Salamin , Shayna Neuburg

Summary

Contact centers are a key driver of customer experience (CX), yet they don’t always play a leading role in CX efforts. Instead, CX pros continue to grapple with the frustration caused by disparate systems and encounter organizational resistance to their involvement. This is a miss because contact centers are a target rich environment for driving improvements that enhance CX, increase revenue, and reduce costs. In this report, learn how to broker cross-functional collaboration to drive consistent, deeper analysis of customer interactions and identify people, process, and technology improvement opportunities.

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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.

With
Harley Manning
TJ Keitt
Hailey Colin
Ben Salamin
and Shayna Neuburg