Search Results

• 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 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 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...

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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...

• Report The Top Five Best Practices For RPA In Customer Service

  How To Drive Great Agent And Customer Experiences With RPA

  April 6, 2020 | Kate Leggett

  Just under half of customer service operations we surveyed are using robotic process automation (RPA) to automate repeatable agent tasks. RPA helps onboard agents faster, boosts their confidence,...

• Report The Forrester Wave™: Healthcare CRM Providers, Q1 2020

  The Seven Providers That Matter Most And How They Stack Up

  March 12, 2020 | Arielle Trzcinski, Kate Leggett

  In our 31-criterion evaluation of healthcare CRM providers, we identified the seven most significant ones — Creatio, Healthgrades, Microsoft, Pegasystems, Salesforce, SugarCRM, and Welltok — and...

• Report Now Tech: Healthcare CRM, Q1 2020

  Forrester's Overview Of 17 Healthcare CRM Providers

  February 21, 2020 | Arielle Trzcinski, Kate Leggett

  You can use healthcare CRM to attract, acquire, and retain customers; aggregate complex and disparate data sets; and provide insight to drive behavior change. But to realize these benefits, you'll...

• Report The Three Customer Service Megatrends In 2020: Fuse AI And Agents To Drive Better Experiences

  Vision: The Contact Centers For Customer Service Playbook

  January 14, 2020 | Kate Leggett

  Automation and AI continue their march into customer service operations, and enterprises reap the rewards. Operations become more efficient, and enterprises deliver differentiated experiences,...

• Report Vendors Battle For The Heart Of The Contact Center

  Landscape: The Contact Centers For Customer Service Playbook

  November 15, 2019 | Kate Leggett, Art Schoeller, Ian Jacobs

  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...

• Report Use RPA To Deliver Better Customer Service Experiences

  Where And How To Get Started Deploying RPA In The Contact Center

  November 6, 2019 | Kate Leggett

  Robotic process automation (RPA) is a key component in the landscape of automation and AI technology for customer service operations. It bolsters agent productivity, increases process automation,...

• Report The Future Of Work: You Must Change How You Hire Customer Service Agents

  Workforce Transformation Must Come Before Automation

  September 30, 2019 | Kate Leggett, Ian Jacobs

  As customer service organizations grow more complex, the day-to-day work of a contact center agent will change. Automation will tackle simple, repetitive tasks; agents will need different skills to...

• Report Choose The Right CRM Solutions For Your Organization

  Tools And Technology: The CRM Playbook

  July 5, 2019 | Kate Leggett

  The CRM technology landscape is changing with the commoditization of core features, the fragmentation of CRM, the rise of platforms and ecosystems of value, and the need to provide...

• Report FAQ: How To Measure Chat Quality Management

  Identify Your Goals And Measure What Matters

  June 11, 2019 | Ian Jacobs, Kate Leggett

  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...

• Report Transform Customer Processes And Systems To Improve Experiences

  Executive Overview: The CRM Playbook

  April 15, 2019 | Kate Leggett

  The age of the customer means that a focus on the customer now matters more than any other strategic imperative. Forrester's CRM playbook outlines four steps that application development and...

• Report How To Build A Modern Agent Desktop And Transform Customer Service Experiences

  The Five Critical Elements For The Agent Desktop Of The Future

  January 28, 2019 | Kate Leggett

  Happier customer service agents mean happier customers and shareholders. Positive agent experiences also lead to better job performance, productivity, and retention — one of the costlier factors in...

• Report The Five CRM Trends In 2019 That Will Shape Engagement, Relationships, And Revenue

  January 22, 2019 | Kate Leggett

  In the age of the customer, good customer experiences are the only sources of competitive differentiation. CRM has the potential to transform customer relationships, but firms have only started to...

• Report The Three Customer Service Megatrends In 2019: As AI Eats Jobs, Agents Are More Valued

  January 17, 2019 | Kate Leggett

  Automation and AI continue their relentless march into customer service operations, and enterprises reap the rewards. Operations become more efficient, and enterprises deliver differentiated...