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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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Webinar Customer Service Predictions 2021
Customer Service Becomes A Critical Lifeline For Distressed Customers
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 LeggettWe'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...
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Report The Forrester Wave™: Customer Service Solutions, Q2 2019
The 12 Providers That Matter Most And How They Stack Up
June 18, 2019 | Kate LeggettIn 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,...
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