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The Contact Centers For Customer Service Playbook For 2017

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 Infrastructure & Operations Professionals

    Report

    Report Atlassian Innovates Crisis Response With ChatOps

    An Automation And Human Collaboration Success Story
    August 8, 2017 | Dave Bartoletti, Elinor Klavens

    Technology outages are a fact of life, and no company can prevent them completely. Although most companies plan for failure, they typically focus on fast technology recovery only. Customer-obsessed...

  • For Application Development & Delivery Professionals

    Report

    Report Win Funding For Your Customer Service Project

    Business Case: The Contact Centers For Customer Service Playbook
    August 2, 2017 | 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 and application development and delivery (AD&D) pros must...

  • For Application Development & Delivery Professionals

    Report

    Report The Top 10 Chatbots For Enterprise Customer Service

    June 29, 2017 | Ian Jacobs

    In Forrester's evaluation of the emerging market for chatbots in customer service, we identified the10 most significant providers — [24]7, Artificial Solutions, Creative Virtual, Inbenta,...

  • For Application Development & Delivery Professionals

    Report

    Report The Forrester Wave™: Customer Service Solutions For Midsize Teams, Q2 2017

    Rapid Time-To-Value Fuels Differentiation In Customer Service Solutions
    June 28, 2017 | Ian Jacobs, Kate Leggett

    In our 34-criteria evaluation of customer service solution vendors for small and midsize teams, we identified the 10 most significant ones — Astute Solutions, bpm'online, eGain, Freshdesk,...

  • For Application Development & Delivery Professionals

    Report

    Report The Forrester Wave™: Customer Service Solutions For Enterprise Organizations, Q2 2017

    Intelligence And Omnichannel Engagement Are Fueling Adoption Of Customer Service Solutions
    June 28, 2017 | Kate Leggett, Ian Jacobs

    In our 35-criteria evaluation of customer service solution vendors for enterprise organizations, we identified the nine most significant ones — eGain, Microsoft, Oracle, Pegasystems, Salesforce,...

  • For Infrastructure & Operations Professionals

    Report

    Report TechRadar™: Automation Technologies, Robotics, And AI In The Workforce, Q2 2017

    As Physical And Software Robots Rise, You Need A Long-Term Strategic Plan For Your Workforce
    June 26, 2017 | J. P. Gownder

    Automation technologies — physical robots, software and artificial intelligence (AI), and customer self-service solutions — are reshaping the workplace and the way your business engages with its...

  • 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
    May 31, 2017 | Kate Leggett, Art Schoeller

    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 Four Trends Are Shaping CRM Adoption In Indian Financial Services

    Prioritize Customer Experience When Selecting A CRM Solution
    May 23, 2017 | Somak Roy

    Indian financial services firms are overhauling their existing CRM systems, which were typically built for an earlier era. In the age of the customer, banks and insurance firms need a CRM portfolio...

  • For Customer Experience Professionals

    Report

    Report Rethink Customer Service To Build Emotional Engagement

    Strategies For Building Customer Loyalty With Empathy And Human Interactions
    May 22, 2017 | Riccardo Pasto

    Service organizations aiming only to appeal to the rational side of customers' needs will have an increasingly difficult time maintaining loyalty. Companies with a reputation for great service...

  • For Application Development & Delivery Professionals

    Report

    Report Visual Engagement Drives Relationships And Revenue For Customer Service

    Use Video To Elevate Your Customer Service Experience
    May 5, 2017 | Nick Barber, Kate Leggett

    Companies increasingly leverage visual engagement — video, cobrowsing, screen sharing, and annotations — to cut through the customer conversation clutter, to be better understood, and to connect...

  • 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 eBusiness & Channel Strategy Professionals

    Report

    Report Chatbot Commerce Benchmark

    Use Forrester's POST Methodology To Make Smart Conversational Interface Technology Choices
    April 10, 2017 | Julie A. Ask, Andrew Hogan

    Very few Fortune 500 companies are represented in more than 34,000 chatbots that are reportedly live on Facebook Messenger. As of December 31, 2016, only 13 of the 128 Fortune 500 firms we...

  • For Application Development & Delivery Professionals

    Report

    Report TechRadar™: Customer Service Intelligence, Q2 2017

    The State Of Intelligence In Customer Service, Now And In 2025
    April 7, 2017 | Kate Leggett, Rowan Curran

    Good service, whether it's to answer a customer's question prior to purchase or help a customer resolve an issue post-purchase, should capture the fundamentals of a great experience: ease,...

  • For Application Development & Delivery Professionals

    Report

    Report Embrace Continuous Improvement To Power Customer Service Operations

    Continuous Improvement: The Contact Centers For Customer Service Playbook
    February 24, 2017 | Kate Leggett, Art Schoeller

    Companies struggle to deliver reproducible, effective, and personalized customer service that meets customer expectations and doesn't break the bank. Application development and delivery (AD&D)...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Retailers Are Off The Starting Blocks Of Omnichannel Commerce

    Landscape: The Omnichannel Commerce Playbook
    February 15, 2017 | Michelle Beeson

    Customer expectations are high, so eBusiness professionals are investing heavily in customer-facing and back-end technology to deliver great experiences. This landscape report of the omnichannel...

  • For Application Development & Delivery Professionals

    Report

    Report Better Governance Leads To Better Customer Service — Yes, Really!

    Processes: The Contact Centers For Customer Service Playbook
    February 8, 2017 | Ian Jacobs, Kate Leggett

    Companies struggle to deliver reproducible, effective, and personalized customer service in line with customers' expectations and companies' cost constraints. With siloed governance processes being...

  • For B2C Marketing Professionals

    Report

    Report Use Social To Bridge The Gap Between Marketing And Customer Service

    January 31, 2017 | Erna Alfred Liousas, Ian Jacobs

    Organizational silos impede customer obsession but are hard to dismantle. Read this report to learn how improvements in Twitter and Facebook Messenger's capabilities create a unique opportunity for...

  • 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 Customer Experience Professionals

    Report

    Report Elevate Your Customer Experience With End-To-End Customer Service

    Superior Customer Service Evokes Positive Emotions To Create Business Value
    January 17, 2017 | Riccardo Pasto

    Customer service is an essential business function and a cornerstone of any company's customer experience (CX) strategy. Successful companies understand that great service is good for business....

  • 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 Assess Customer Service Capabilities To Pinpoint Opportunities For Better Service

    Assessment: The Contact Centers For Customer Service Playbook
    December 13, 2016 | Ian Jacobs, Kate Leggett

    Social, mobile, and increasingly demanding consumers challenge organizations to reshape their service approach in the age of the customer. As an application development and delivery (AD&D)...

  • For Application Development & Delivery Professionals

    Report

    Report Refine The Source Of Truth In Your Contact Center To Drive Better Performance

    Performance Management: The Contact Centers For Customer Service Playbook
    November 18, 2016 | Art Schoeller

    To quote Yogi Berra, "If you don't know where you are going, you'll end up someplace else." Contact centers aren't lacking in performance data, especially now that many capture extensive customer...

  • For Application Development & Delivery Professionals

    Report

    Report Design Your Contact Center From The Outside In

    Strategic Plan: The Contact Centers For Customer Service Playbook
    November 17, 2016 | Art Schoeller, Randy Heffner

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

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