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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 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 New Tech: Conversational AI For Customer Service, Q2 2019

    Forrester's Landscape Overview Of 42 Providers
    May 23, 2019 | Ian Jacobs

    Conversational AI for customer service — AKA chatbots or virtual agents — is both trendy and disappointing simultaneously. For every brand that touts benefits like contact deflection and cost...

  • Report The Forrester Wave™: Workforce Optimization Suites, Q3 2016

    The Nine WFO Providers That Matter Most And How They Stack Up
    August 31, 2016 | Ian Jacobs

    In our 39-criteria evaluation of workforce optimization (WFO) suite providers, we identified the nine most significant vendors — Aspect Software, Calabrio, Genesys, inContact, Interactive...

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