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  • Art Schoeller
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FORRESTERNOW

As the coronavirus dominates the global headlines, businesses should take both defensive and strategic actions—focusing on customers, employees, and brand. Read more »

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  • 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 Organizing For Success In Collaboration

    Organization: The Enterprise Collaboration Playbook
    October 23, 2020 | Art Schoeller

    Too often, technology leaders approach staffing for collaboration as they would other projects led by the technology organization. Application development and delivery (AD&D) leaders must establish...

  • Report Collaboration Success Hinges On Effective Change Management

    Continuous Improvement: The Enterprise Collaboration Playbook
    June 19, 2020 | Art Schoeller

    For two decades, companies have introduced new and potentially better tools to help employees collaborate, only to see tepid adoption. In the past several years, employees have begun to...

  • 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 Vendors Battle For The Heart Of The Contact Center

    Landscape: The Contact Centers For Customer Service Playbook
    November 15, 2019 | Kate Leggett, Art Schoeller, Ian Jacobs

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

  • 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: Enhance Your Contact Center With Home-Based Customer Service Agents

    As The Gig Model Gains Ground, Work-From-Home Customer Service Agent Programs Become The New Normal
    July 2, 2019 | Art Schoeller, Ian Jacobs

    What does a successful work-from-home customer service agent program look like? How do you measure success and ensure continuous improvement? In this brief, we answer the most common questions from...

  • Report A Solid Enterprise Collaboration Road Map Reduces Risk And Drives Adoption

    Road Map: The Enterprise Collaboration Playbook
    June 14, 2019 | Art Schoeller

    Enterprise collaboration (EC) technology can transform how employees work by eliminating barriers to collaboration, improving customer engagement, and accelerating the flow of information and...