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The Contact Centers For Customer Service Playbook For 2018

Transform The Contact Center For Customer Service Excellence

Customers increasingly demand effortless customer service. Customer service executives face the constant challenge of simultaneously meeting customer expectations and business cost goals....

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  • For Application Development & Delivery Professionals

    Report

    Report Vendors Battle For The Heart Of The Contact Center

    Landscape: The Contact Centers For Customer Service Playbook
    September 29, 2017 | 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...

  • For Application Development & Delivery Professionals

    Report

    Report Choose The Right Customer Service Solution For Your Business

    Tools And Technology: The Contact Centers For Customer Service Playbook
    September 19, 2017 | 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...

  • For Application Development & Delivery Professionals

    Report

    Report Build An Outside-In Contact Center Road Map

    Road Map: The Contact Centers For Customer Service Playbook
    August 24, 2017 | Art Schoeller

    In most industries, a large percentage of customer contacts need support from contact center agents. Developing a solid contact center road map in the context of a broader customer experience (CX)...

  • For Application Development & Delivery Professionals

    Report

    Report Implement Effective Customer Service Metrics

    Benchmarks: The Contact Centers For Customer Service Playbook
    August 23, 2017 | Ian Jacobs, Kate Leggett

    Customer service managers can easily become distracted by the sheer volume of metrics available for tracking operational activities and fail to deliver on key business goals. To keep customer...

  • For Application Development & Delivery Professionals

    Report

    Report How AI Will Transform Customer Service

    The Present And Future Of Artificial Intelligence In Contact Centers
    June 16, 2017 | Kate Leggett

    Artificial intelligence (AI) helps customer service agents complete repetitive, predictable tasks — or takes them over. Instead of replacing agents, AI will enhance their skills and allow them to...

  • For Application Development & Delivery Professionals

    Report

    Report Amazon Connect: Not Yet Ready For Prime Time

    Take A Wait-And-See Approach Before Choosing Amazon's New Cloud Contact Center Offering

    Amazon aims to disrupt the contact center industry with Amazon Connect — a cloud-based addition to the company's growing product portfolio that runs on Amazon Web Services (AWS). It attempts to...

  • For Application Development & Delivery Professionals

    Report

    Report Transform The Contact Center For Customer Service Excellence

    Executive Overview: The Contact Centers For Customer Service Playbook
    May 1, 2017 | Kate Leggett

    Customers increasingly demand effortless customer service. Customer service executives face the constant challenge of simultaneously meeting customer expectations and business cost goals....

  • For Application Development & Delivery Professionals

    Report

    Report Drive Revenue, Please Customers By Connecting Customer Journeys

    Use Contextual Data To Repair Broken Journeys Between Self-Service And Contact Center Agents
    April 19, 2017 | Art Schoeller

    In the old fairy tale of Hansel and Gretel, the protagonists used bread crumbs to mark their trail home, but animals quickly ate them, leaving the pair lost in the wilderness. Customers who hop...

  • For Application Development & Delivery Professionals

    Report

    Report 2017 Customer Service Trends: Operations Become Smarter And More Strategic

    Vision: The Contact Centers For Customer Service Playbook
    January 27, 2017 | Kate Leggett

    In the age of the customer, your customers decide how customer-centric your company is. Customers expect easy, effective, deeply personal service, and this is shaping customer service technology...

  • For Application Development & Delivery Professionals

    Report

    Report Mind The Gap When Organizing To Support Contact Center Applications

    Organization: The Contact Centers For Customer Service Playbook
    January 5, 2017 | Art Schoeller

    Contact center applications require high reliability and scale that exceed typical requirements for enterprise applications. Configuring them drives not only the customer experience, but the agent...

  • For Application Development & Delivery Professionals

    Report

    Report The Forrester Wave™: Contact Center Interaction Management For Midsize Contact Centers, Q3 2016

    The Eight Providers That Matter Most And How They Stack Up
    September 29, 2016 | Art Schoeller

    Connecting customers to the right agents over the right channel is key to an excellent, differentiated customer experience. In our 40-criteria evaluation of midsize contact center interaction...

  • For Application Development & Delivery Professionals

    Report

    Report The Forrester Wave™: Contact Center Interaction Management For Large Contact Centers, Q3 2016

    The Eight Providers That Matter Most And How They Stack Up
    September 29, 2016 | Art Schoeller

    Connecting customers to the right agents over the right channel is key to an excellent, differentiated customer experience. In our 40-criteria evaluation of large contact center interaction...

  • For Application Development & Delivery Professionals

    Report

    Report Brief: Now You See Me — Video Chat Improves The Customer Experience

    Well-Targeted Video Chat Drives Revenue, Improves Efficiency, And Increases Customer Satisfaction
    September 15, 2016 | Nick Barber, Art Schoeller

    Live video chat for customer service drives ROI, decreases dispute-resolution time, and increases customer satisfaction for business-to-business and business-to-consumer firms. With broader...

  • For Application Development & Delivery Professionals

    Report

    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...

  • For Application Development & Delivery Professionals

    Report

    Report Increase Customer Service Agility With Cloud Contact Centers

    July 15, 2016 | Art Schoeller

    Contact center interaction management (CCIM) software continues to evolve into integrated suites that vendors offer as a service. These vendors are reporting 20% growth rates, while on-premises...

  • For Application Development & Delivery Professionals

    Report

    Report Plan Now For Customer Service In 2021

    Explore Five Technologies To Transform Customer Care Over The Next Five Years
    June 28, 2016 | Ian Jacobs

    Customer service technology buyers typically plan for the next one to two years. But to truly become customer-obsessed, companies need to understand what new technologies and customer service...

  • For Application Development & Delivery Professionals

    Report

    Report Customers Self-Serve As A First Point Of Contact For Customer Service

    Adopt Five Best Practices To Drive Self-Service Knowledge Success
    May 4, 2016 | Kate Leggett

    Web and mobile self-service have unseated the phone as the first point of contact with customer service organizations. Why? Customers expect companies to value their time, and self-service provides...

  • For Application Development & Delivery Professionals

    Report

    Report Brief: Three Key Practices To Succeed With Speech Analytics

    Use These Methods To Improve Vendor Selection, Drive Quicker ROI, And Organize For A Successful Program
    February 17, 2016 | Ian Jacobs

    Instead of letting old recordings of customer service calls sit in a dusty vault, many enterprises have started to investigate speech analytics tools that promise to turn those recordings into...

  • For Application Development & Delivery Professionals

    Report

    Report Vendor Landscape: Interactive Voice Response Solutions

    Make IVRs A Strategic Component, Not Just A Necessary Evil
    November 10, 2015 | Art Schoeller

    Are interactive voice response (IVR) solutions a necessary evil, old technology on its way out, or a strategic component of enterprise self-service? How is IVR evolving and what role can it play in...

  • For Application Development & Delivery Professionals

    Report

    Report Vendor Landscape: Contact Center Interaction Management

    Contact Center Technology Continues To Evolve To Integrated Suites
    August 14, 2015 | Art Schoeller

    Serving the digital consumer by moving to a full omnichannel contact center has become an imperative, not a luxury. Vendors supplying contact center interaction management (CCIM) software continue...

  • For Application Development & Delivery Professionals

    Report

    Report Use Outsourcers To Build Your Omnichannel Customer Service Future

    Toss Out Outdated Attitudes About BPOs Due To Their Expertise In Chat, Social, And Even Customer Context Stores
    July 14, 2015 | Ian Jacobs

    Customer service has decidedly moved away from a phone-only world. Consumers across all ages and demographics have adopted digital customer service channels such as chat, mobile, web, and social....

  • For Application Development & Delivery Professionals

    Report

    Report Brief: A Focus On Cloud And The Age Of The Customer Power A Revived Aspect Software

    July 14, 2015 | Art Schoeller, Ian Jacobs

    Aspect Software, long thought of as a moribund player in the contact center technology market, brought in a new management team a little over two years ago to right the ship. Now that the new team...

  • For Application Development & Delivery Professionals

    Report

    Report Market Overview: Chat Solutions For Customer Service

    Twenty-One Solutions For Delivering Differentiated Experiences
    July 10, 2015 | Kate Leggett, Art Schoeller

    Customers demand superior service and support as the price for their ongoing loyalty and patronage, and they are increasingly leveraging the chat channel for customer service. The chat vendor...

  • For Infrastructure & Operations Professionals

    Report

    Report Brief: Avaya Re-Engages Its Partners And Customers With A Stronger Strategy

    A Breakdown Of The Avaya Partner And Analyst Event And What It Means To I&O Professionals
    April 24, 2015 | Andre Kindness, Art Schoeller

    At its annual partner event, Avaya launched a new set of initiatives to help its partners differentiate themselves and to help infrastructure and operations (I&O) professionals transform customer...

  • For Application Development & Delivery Professionals

    Report

    Report How To Measure And Improve The Contact Center Agent Experience

    April 16, 2015 | Ian Jacobs

    Contact center agents can have a huge impact on customer experience. Unhappy contact center agents equal unhappy customers. It's that simple. What is less straightforward is how application...