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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....

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  • Report Now Tech: Omnichannel Customer Service Outsourcers, Q1 2019

    Forrester's Overview Of 28 Omnichannel Customer Service Outsourcing Providers
    February 14, 2019 | Ian Jacobs, Laura Naparstek

    You can use omnichannel customer service outsourcing to improve cost efficiency, quickly stand up digital engagement channels, and adjust to unexpected customer interaction volume. But to access...

  • Report Trends 2010: Customer Relationship Management

    Eleven Trends Shape CRM Technology Adoption Agendas
    February 9, 2010 | William Band

    As the economy recovers, what are the key trends that will drive customer relationship management (CRM) strategies and technology adoption in 2010? Business and IT professionals who support...

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