Search Results

• Report Vendors Battle For The Heart Of The Contact Center

  Landscape: The Contact Centers For Customer Service Playbook

  February 19, 2021 | Art Schoeller, Kate Leggett, Ian Jacobs

  The heart of the contact center comprises a set of complex, unintegrated technologies that firms must leverage to deliver quality service. But application development and delivery (AD&D) pros...

• Report The Forrester Tech Tide™: Contact Center Technologies For Customer Service, Q1 2021

  Twenty Technologies Underpin Customer Service

  January 19, 2021 | Kate Leggett, Ian Jacobs, Art Schoeller

  Customer service is increasingly critical to firms' ability to win, serve, and retain their customers. To accelerate their performance in customer service, companies are evaluating and adopting a...

• Report Transform The Contact Center For Customer Service Excellence

  Executive Overview: The Contact Centers For Customer Service Playbook

  January 15, 2021 | Kate Leggett

  Customer service is at a tipping point. Customers contact enterprises more often and via more channels; they shift between channels seamlessly and even use multiple channels simultaneously....

• Report Build An Outside-In Contact Center Roadmap

  Roadmap: The Contact Centers For Customer Service Playbook

  December 31, 2020 | Art Schoeller

  In most industries, a large percentage of customer contacts need support from contact center agents. Developing a solid contact center roadmap in the context of a broader customer experience (CX)...

• Report Win Funding For Your Customer Service Project

  Business Case: The Contact Centers For Customer Service Playbook

  August 14, 2020 | Ian Jacobs, Kate Leggett

  In the age of the customer, customer service must be a cornerstone of a company's customer experience (CX) strategy. Customer service leaders must invest in modernizing their technology. Doing so...

• Report Choose The Right Customer Service Solution For Your Business

  Tools And Technology: The Contact Centers For Customer Service Playbook

  July 9, 2020 | Ian Jacobs, Kate Leggett

  Delivering a differentiated customer experience (CX) requires the right technologies, processes, and organizational structures. Therefore, application development and delivery (AD&D) professionals...

• Report Gauge Your Customer Service Maturity

  Assessment: The Contact Centers For Customer Service Playbook

  July 8, 2020 | Kate Leggett, Ian Jacobs

  An explosion of channels, new technologies like AI, and increasingly demanding consumers challenge organizations to reshape their service approach in the age of the customer. Customer service...

• Report Now Tech: Cloud Contact Center Vendors, Q2 2020

  Forrester's Overview Of 25 Cloud Contact Center Providers

  June 2, 2020 | Art Schoeller

  You can use cloud contact center providers to rapidly deliver critical contact center capabilities, increase flexibility and scale of operations, and lay the foundation for a cognitive contact...

• Report The Top Five Best Practices For RPA In Customer Service

  How To Drive Great Agent And Customer Experiences With RPA

  April 6, 2020 | Kate Leggett

  Just under half of customer service operations we surveyed are using robotic process automation (RPA) to automate repeatable agent tasks. RPA helps onboard agents faster, boosts their confidence,...

• Report Use RPA To Deliver Better Customer Service Experiences

  Where And How To Get Started Deploying RPA In The Contact Center

  November 6, 2019 | Kate Leggett

  Robotic process automation (RPA) is a key component in the landscape of automation and AI technology for customer service operations. It bolsters agent productivity, increases process automation,...

• Report The Future Of Work: You Must Change How You Hire Customer Service Agents

  Workforce Transformation Must Come Before Automation

  September 30, 2019 | Kate Leggett, Ian Jacobs

  As customer service organizations grow more complex, the day-to-day work of a contact center agent will change. Automation will tackle simple, repetitive tasks; agents will need different skills to...

• Report Design Your Contact Center To Be Customer-Centric

  Strategic Plan: The Contact Centers For Customer Service Playbook

  September 25, 2019 | Art Schoeller

  As enterprises strive to offer better customer experience (CX), they must incorporate organizational and operational change into contact center architectural design. Companies must establish...

• Report FAQ: How To Measure Chat Quality Management

  Identify Your Goals And Measure What Matters

  June 11, 2019 | Ian Jacobs, Kate Leggett

  What are brands doing around chat quality management (QM)? What are they measuring? How are they scoring? Is it any different from quality management for other customer service channels? In this...