Search Results

• 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 Implement Effective Customer Service Metrics

  Benchmarks: The Contact Centers For Customer Service Playbook

  January 15, 2021 | Ian Jacobs, Kate Leggett

  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 Define Your CRM Plan

  Strategic Plan: The CRM Playbook

  August 28, 2020 | Kate Leggett

  To avoid wasting time and effort on ill-conceived CRM initiatives, organizations should keep a laser focus on creating business value. Sound planning for CRM requires application development and...

• 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 Now Tech: Knowledge Management Solutions For Customer Service, Q3 2020

  Forrester's Overview Of 22 Knowledge Management Providers

  July 23, 2020 | Kate Leggett

  You can use knowledge management (KM) solutions to empower customers and front-office workers with curated answers to common questions, drive customer satisfaction, and create lasting customer...

• 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 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,...

• Report The Forrester Wave™: Healthcare CRM Providers, Q1 2020

  The Seven Providers That Matter Most And How They Stack Up

  March 12, 2020 | Arielle Trzcinski, Kate Leggett

  In our 31-criterion evaluation of healthcare CRM providers, we identified the seven most significant ones — Creatio, Healthgrades, Microsoft, Pegasystems, Salesforce, SugarCRM, and Welltok — and...

• Report Now Tech: Healthcare CRM, Q1 2020

  Forrester's Overview Of 17 Healthcare CRM Providers

  February 21, 2020 | Arielle Trzcinski, Kate Leggett

  You can use healthcare CRM to attract, acquire, and retain customers; aggregate complex and disparate data sets; and provide insight to drive behavior change. But to realize these benefits, you'll...

• Report The Five CRM Trends In 2020 That Will Shape Engagement, Relationships, And Revenue

  Vision: The CRM Playbook

  January 15, 2020 | Kate Leggett

  In the age of the customer, good customer experiences are the only sources of competitive differentiation. CRM has the potential to transform customer relationships, but firms have only started to...

• 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 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 Quantify The Business Value Of CRM

  Business Case: The CRM Playbook

  November 15, 2019 | Kate Leggett

  CRM initiatives must not only be technically sound but must also answer the question, "What will we get for our money?" This report describes how application development and delivery (AD&D)...

• Report CRM Goes Vertical In The Age Of The Customer

  Landscape: The CRM Playbook

  November 8, 2019 | Kate Leggett

  Application development and delivery (AD&D) professionals who support CRM cannot afford failed technology initiatives. They increasingly deploy CRM solutions that are verticalized to leverage...

• 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 Gauge Your CRM Maturity

  Assessment: The CRM Playbook

  August 30, 2019 | Kate Leggett

  An explosion of channels, new technologies like artificial intelligence, and demanding consumers challenge organizations to reshape the way that they target, acquire, retain, understand, and...

• Report Choose The Right CRM Solutions For Your Organization

  Tools And Technology: The CRM Playbook

  July 5, 2019 | Kate Leggett

  The CRM technology landscape is changing with the commoditization of core features, the fragmentation of CRM, the rise of platforms and ecosystems of value, and the need to provide...

• 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 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...

• 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...