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• Webinar The Three Megatrends For Customer Service In 2021

  Wednesday, February 10, 2021, 1:00 p.m.-1:40 p.m. Eastern time (18:00-18:40 GMT) | Kate Leggett

  This pandemic has revealed a unique opportunity for customer service organizations. On one hand, it has elevated the importance of customer service to nurture customers to retain their loyalty...

• 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...

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  Webinar Customer Service Predictions 2021

  Customer Service Becomes A Critical Lifeline For Distressed Customers

  November 20, 2020 | Ian Jacobs, Daniel Hong, Julie Ask

  Customer service has long been tagged with the dreaded “cost center” label. But the pandemic kicked off a sea change in that perception. The purpose of customer service is no longer...

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  Webinar The Three Megatrends For Customer Service For 2020

  April 15, 2020 | Kate Leggett

  We're at a tipping point for customer service operations. Customers contact enterprises at a greater rate over a greater number of channels — shifting between them seamlessly and even using...

• Report The Forrester New Wave™: Digital-First Customer Service Solutions, Q2 2020

  The 13 Providers That Matter Most And How They Stack Up

  April 13, 2020 | Kate Leggett

  In Forrester's evaluation of the emerging market for digital-first customer service, we identified the 13 most significant providers — [24]7.ai, Astute, Comm100, Conversocial, eGain, Glia,...

• 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,...

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  Webinar Predictions 2020: Customer Service

  The Year That Automation And AI Reshape Customer Service

  January 21, 2020 | Ian Jacobs, Kate Leggett, Art Schoeller

  Join us to explore the (often unexpected) impacts of AI and automation in 2020 and beyond. From remaking contact center labor models to changes in the way customer service work is done, 2020 will...

• Report The Three Customer Service Megatrends In 2020: Fuse AI And Agents To Drive Better Experiences

  Vision: The Contact Centers For Customer Service Playbook

  January 14, 2020 | Kate Leggett

  Automation and AI continue their march into customer service operations, and enterprises reap the rewards. Operations become more efficient, and enterprises deliver differentiated experiences,...

• 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 Predictions 2020: Customer Service

  Automation Remakes The Contact Center Organization

  October 31, 2019 | Ian Jacobs, Art Schoeller, Kate Leggett

  We've survived the hype storm around chatbots . . . barely. 2020 will mark the beginning of the concrete alterations that AI beyond chatbots will make to customer service and contact center groups....

• 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 The Forrester Wave™: Customer Service Solutions, Q2 2019

  The 12 Providers That Matter Most And How They Stack Up

  June 18, 2019 | Kate Leggett

  In our 33-criterion evaluation of customer service solution providers, we identified the 12 most significant ones — Appian, bpm'online, Freshworks, Microsoft, Oracle, Pegasystems, Salesforce, SAP,...

• Report How To Modernize Digital Customer Self-Service

  Three Steps To Improving And Scaling Experiences For The Future

  May 3, 2019 | Kate Leggett

  Customers increasingly use self-service as the first point of contact with customer service organizations. Positive self-service experiences lead to more satisfied and engaged customers. They also...