Trends Report

Forrester’s 30-60-90-Day COVID-19 Response Plan For Customer Service

April 21st, 2020
Art Schoeller, null
Art Schoeller


To help brands navigate the historic customer service challenges posed by the current pandemic and subsequent need for mass mobilization of a remote workforce, Forrester created a framework covering four key pillars of contact center operations: people, objectives, strategy, and technology. Plan to meet the challenges that your agents face when working at home — from social isolation to living conditions poorly suited to a professional environment, including roommates, pets, and potential connectivity issues. Longer term, treat this crisis as an opportunity for a blank slate, allowing you to design the ideal remote workforce and workflow and interaction channels, rather than just replicating what you had in your brick-and-mortar contact centers.

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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.