- Relevance
- Date
Featured content
The Contact Centers For Customer Service Playbook For 2021
Transform The Contact Center For Customer Service Excellence
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....
Charts & Figures
-
-
Operational Metrics For The Contact Center Defined
January 15, 2021
-
Search Results
-
Report Implement Effective Customer Service Metrics
Benchmarks: The Contact Centers For Customer Service Playbook
Customer service leaders can easily become distracted by the sheer volume of metrics available for tracking operational activities and may fail to deliver on key business goals. To keep customer...
-
Report Mind The Gap When Organizing To Support Contact Center Applications
Organization: The Contact Centers For Customer Service Playbook
July 7, 2020 | Art SchoellerContact center applications require high reliability and scale that exceed typical requirements for enterprise applications. Configuring them drives not only the customer experience but the agent...
-
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 LeggettIn 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 How US Companies Improved Their CX Index Scores
As customer expectations have continued to climb, overall Customer Experience Index (CX Index™) scores have continued to stagnate. In the run-up to 2019, a few companies outpaced the pack and made...
Content Type
ApplyFilters
Industry
- Financial Services (6)
- Healthcare (6)
- Public Sector (6)
- Retail (6)
Primary Role
Methodology
Region
- North America (6)
Analyst
- Kate Leggett (18)
- Art Schoeller (4)
- Harley Manning (1)
- Ian Jacobs (1)
- Sam Karpinski (1)