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 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...

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  Webinar Applying The Forrester Wave™: Cloud Contact Center Vendors, Q3 2020

  September 15, 2020 | Art Schoeller

  Want an agile contact center? Then shift to contact-center-as-a-service (CCaaS) where more integrated software suites operated as a service allow for more rapid changes to customer experiences,...

• 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 Forrester Wave™: Global Omnichannel Customer Service Outsourcers, Q1 2020

  The 10 Providers That Matter Most And How They Stack Up

  March 11, 2020 | Ian Jacobs

  In our 29-criterion evaluation of global omnichannel customer service outsourcing providers, we identified the 10 most significant ones — Alorica, Atento, Concentrix, Conduent, Sitel, Sutherland,...

• Report Design Your Contact Center To Be Customer-Centric

  Strategic Plan: The Contact Centers For Customer Service Playbook

  September 25, 2019 | Art Schoeller

  As enterprises strive to offer better customer experience (CX), they must incorporate organizational and operational change into contact center architectural design. Companies must establish...

• 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 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...