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As the coronavirus dominates the global headlines, businesses should take both defensive and strategic actions—focusing on customers, employees, and brand. Read more »

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  • Report The Forrester Wave™: Global Omnichannel Customer Service Outsourcers, Q1 2020

    The 10 Providers That Matter Most And How They Stack Up
    March 11, 2020 | Ian Jacobs

    In our 29-criterion evaluation of global omnichannel customer service outsourcing providers, we identified the 10 most significant ones — Alorica, Atento, Concentrix, Conduent, Sitel, Sutherland,...

  • Report Consumers Want Convenience, Not Conversations

    Conversational Interfaces Struggle To Deliver Contextual Convenience
    August 21, 2019 | Julie A. Ask, Ian Jacobs

    Consumers want convenience and choice — not conversational interfaces. However, a fear of being left behind still impels digital business leaders to build them. And nearly three-fourths of those...

  • Report Use Emotion To Beat Customer Service Stagnation

    DBS Bank, Disney, Humana, And Progressive Casualty Insurance Show You How
    February 21, 2019 | Ian Jacobs

    Customer experience (CX) fatigue is a reality — and it's impeding improvements in customer service. While the customer service world has focused on improving the effectiveness and ease of CX, firms...

  • Report Implement Effective Customer Service Metrics

    Benchmarks: The Contact Centers For Customer Service Playbook
    August 21, 2018 | Ian Jacobs, Kate Leggett

    Customer service leaders 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...

  • Report Customer Service Reboot: The Rise Of The Gig Economy

    Basic Queries And Field Service Needs Are Ripe For Freelance Workers To Handle
    May 8, 2018 | Ian Jacobs

    Contact centers struggle to balance the need to contain costs and to provide differentiating customer service. To achieve both goals, brands would do well to explore nontraditional — or gig economy...