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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 Win Funding For Your Customer Service Project
Business Case: The Contact Centers For Customer Service Playbook
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...
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Report Choose The Right Customer Service Solution For Your Business
Tools And Technology: The Contact Centers For Customer Service Playbook
Delivering a differentiated customer experience (CX) requires the right technologies, processes, and organizational structures. Therefore, application development and delivery (AD&D) professionals...
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Report Gauge Your Customer Service Maturity
Assessment: The Contact Centers For Customer Service Playbook
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...
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Report Vendors Battle For The Heart Of The Contact Center
Landscape: The Contact Centers For Customer Service Playbook
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...
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Report FAQ: How To Measure Chat Quality Management
Identify Your Goals And Measure What Matters
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...
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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 NaparstekYou 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...