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• 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...

• 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 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 Predictions 2020: Automation

  Utilize Strike Teams To Fend Off The Automation Paradox

  October 30, 2019 | Chris Gardner, Craig Le Clair, J. P. Gownder

  Automation — a diverse set of technologies ranging from robotic process automation (RPA) to continuous delivery (CD) to hybrid cloud management and beyond — is a key investment for CIOs and their...

• 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 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 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 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...