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The SaaS Transformation Playbook For 2020

Drive Your Adaptive Enterprise With SaaS

Companies looking to maintain their competitive edge and execute on digital transformation strategies need modern, flexible business applications. Forrester's software-as-a-service (SaaS)...

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  • Report Mind The Gap When Organizing To Support Contact Center Applications

    Organization: The Contact Centers For Customer Service Playbook
    April 18, 2018 | 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...

  • Report Contact Centers Must Go Digital Or Die

    Rework Your Contact Center Technology And Staffing Models To Align With Customer Channel Preferences
    April 3, 2015 | Kate Leggett, Art Schoeller

    Consumer preference for customer service channels is changing across all ages and demographics. Adoption of digital customer service channels, with an emphasis on self-service channels such as web...

  • Report Behavioral Analytics Can Optimize Matching Contact Center Agents With Consumers

    Predictive Analytics Can Help Enterprises Better Match Customers To Agents To Grow Revenue, Reduce Costs, And Improve Satisfaction
    February 24, 2015 | Art Schoeller

    Part of the promise of online dating services like eHarmony and Match.com is their ability to use software analytics of personality profiles to increase the successful outcome of connecting two...

  • Report Market Overview: Workforce Optimization Solutions

    10 Solutions For Managing And Optimizing Contact Center Resources
    November 24, 2014 | Ian Jacobs, Art Schoeller

    Despite the rise of self-service and peer-to-peer channels, consumers still choose to interact with contact center agents. Those interactions then have a significant impact on overall customer...

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