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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...

• Blog Customer Service Technologies Are Variably Effective: Know Your Options

  January 19, 2021 | Kate Leggett

  During the pandemic, devastated customers reached out to customer service organizations to seek advice or support. In doing so, customer service became the lifeline for these customers. This...

• 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...

• Blog Facebook Looks To Monetize Messaging By Acquiring Kustomer And Extending Into Customer Service

  December 3, 2020 | Kate Leggett

  Facebook announced its intention to acquire Kustomer for $1 billion, adding digital customer service to its portfolio. Why the focus on customer service? It’s because customers hold the power in...

• Blog Salesforce Picks Up (The) Slack To Extend CRM’s Reach Into Collaboration But Won’t Dethrone Microsoft Teams

  December 1, 2020 | Kate Leggett

  In its largest acquisition to date at approximately $27.7 billion, Salesforce has announced that it intends to acquire Slack in a move to add collaboration to its portfolio. Slack is 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...

• Blog 2020年客户服务三大趋势：将AI融合到客服中心工作中驱动更好客户体验 ——第四篇

  November 19, 2020 | Kate Leggett

  随着自动化和AI技术不断融入到客户服务运营，企业从中获得了回报。企业运营变得更加高效，为客户提供与众不同体验的同时，增加了新的收入来源并重塑了商业模式。自动化和人工智能也改变了劳动力：客服中心的工作更快捷、更智能，也让客户更满意。该报告揭示了2020年客户服务领导者必须关注的三大客户服务趋势。该篇为报告的最后一节第四部分，将为读者介绍2020年客户服务的第三个趋势：随着人工智能的应用，客服人...

• Blog 2020年客户服务三大趋势：将AI融合到客服中心工作中驱动更好客户体验 ——第三篇

  November 19, 2020 | Kate Leggett

  随着自动化和AI技术不断融入到客户服务运营，企业从中获得了回报。企业运营变得更加高效，为客户提供与众不同体验的同时，增加了新的收入来源并重塑了商业模式。自动化和人工智能也改变了劳动力：客服中心的工作更快捷、更智能，也让客户更满意。该报告揭示了2020年客户服务领导者必须关注的三大客户服务趋势。该篇为报告的第三部分，将为读者介绍2020年客户服务的第二个趋势：升级客服桌面以应对复杂问题。您也可...

• Blog 2020年客户服务三大趋势：将AI融合到客服中心工作中驱动更好客户体验 ——第二篇

  November 19, 2020 | Kate Leggett

  随着自动化和AI技术不断融入到客户服务运营，企业从中获得了回报。企业运营变得更加高效，为客户提供与众不同体验的同时，增加了新的收入来源并重塑了商业模式。自动化和人工智能也改变了劳动力：客服中心的工作更快捷、更智能，也让客户更满意。该报告揭示了2020年客户服务领导者必须关注的三大客户服务趋势。该篇为报告的第二部分，将为读者介绍2020年客户服务的第一个趋势：客服中心将不再是扩展客户服务规模的...

• Blog 2020年客户服务三大趋势：将AI融合到客服中心工作中驱动更好客户体验 ——第一篇

  November 19, 2020 | Kate Leggett

  随着自动化和AI技术不断融入到客户服务运营，企业从中获得了回报。企业运营变得更加高效，为客户提供与众不同体验的同时，增加了新的收入来源并重塑了商业模式。自动化和人工智能也改变了劳动力：客服中心的工作更快捷、更智能，也让客户更满意。该报告揭示了2020年客户服务领导者必须关注的三大客户服务趋势。该篇为报告的第一部分，将简要概述优质的客户服务价值以及需要关注的三大客户服务趋势。...

• Blog Evolve Your CRM From Departmental CRM To Unified CRM

  September 9, 2020 | Kate Leggett

  CRM is widely used by companies both big and small. Gone are the days when it was purchased as a monolithic on-premises application. Today, it’s almost exclusively deployed in the cloud. As...

• 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...

• Blog Knowledge Management Solutions Are Powerful, But Choosing The Right One Is Hard

  August 18, 2020 | Kate Leggett

  Since the start of the pandemic, customer service organizations are doubling down on their investments in knowledge management because these solutions: Empower customer service agents to deliver...

• 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...

• Blog How To Make Customer Service More Digital

  July 20, 2020 | Kate Leggett

  Phone experiences are increasingly becoming suboptimal as more and more customer service journeys begin before customers pick up the phone. This is because most companies deploy their communication...

• Blog Digital-First Customer Service Solutions Deliver Highly Automated Service

  July 13, 2020 | Kate Leggett

  There is no single customer service solution that is ideal for all sizes of organizations, all industries, or all business models. For example, many companies selling and supporting higher-value,...

• 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...

• Blog Digital-First Customer Service Solutions Emerge As Their Own Software Category

  June 29, 2020 | Kate Leggett

  Customers expect more from customer service organizations. They expect you to value their time, to make engagement easy, and to deliver answers and resolutions in a highly personal manner and in...

• Blog How To Successfully Add RPA To Customer Service Operations

  May 18, 2020 | Kate Leggett

  More and more customer service organizations turn to robotic process automation (RPA) to make agents more effective. The technology offloads repeatable tasks from agents, enforces compliance to...

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  Webinar The Future Of SAP II: Digging Deeper On SAP S/4HANA And SAP C/4HANA Decisions

  April 24, 2020 | Liz Herbert, George Lawrie, Kate Leggett

  This is the second of a two-part series on the future of SAP and what it means for customers. In this part, we dig deeper on SAP S/4HANA, the S/4HANA business case, S/4HANA decisions, and...

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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...