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• Report Build An Outside-In Contact Center Road Map

  Road Map: The Contact Centers For Customer Service Playbook

  September 17, 2019 | 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)...

• Report FAQ: Enhance Your Contact Center With Home-Based Customer Service Agents

  As The Gig Model Gains Ground, Work-From-Home Customer Service Agent Programs Become The New Normal

  July 2, 2019 | Art Schoeller, Ian Jacobs

  What does a successful work-from-home customer service agent program look like? How do you measure success and ensure continuous improvement? In this brief, we answer the most common questions from...

• Report A Solid Enterprise Collaboration Road Map Reduces Risk And Drives Adoption

  Road Map: The Enterprise Collaboration Playbook

  June 14, 2019 | Art Schoeller

  Enterprise collaboration (EC) technology can transform how employees work by eliminating barriers to collaboration, improving customer engagement, and accelerating the flow of information and...

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  Webinar Predictions 2019: Customer Service And Sales

  January 7, 2019 | Daniel Hong, Tom Kaneshige, Kate Leggett

  For some time, the burning question has been: Will robots replace humans? While the proliferation of robotic process automation (RPA) has reduced headcount in the back office, it’s a...

• Report Gauge Your Enterprise Collaboration Maturity

  Assessment: The Enterprise Collaboration Playbook

  January 3, 2019 | Art Schoeller, Cheryl McKinnon

  Enterprise collaboration (EC) tools can dramatically improve the flow of information among employees and lower the barriers to deeper customer engagement. Yet adoption and actual business value can...

• Report Vendors Battle For The Heart Of The Contact Center

  Landscape: The Contact Centers For Customer Service Playbook

  November 28, 2018 | 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 Now Tech: Cloud Contact Center Providers, Q3 2018

  Forrester's Overview Of 24 Cloud Contact Center Providers

  August 10, 2018 | Art Schoeller

  You can use cloud contact center providers to rapidly deliver critical contact center capabilities, reduce or eliminate capex for hardware and software, and protect existing contact center...

• Report Organizing For Success In Collaboration

  Organization: The Enterprise Collaboration Playbook

  August 6, 2018 | Art Schoeller

  Too often, technology leaders approach staffing for collaboration as they would other technology-organization-led projects. Application development and delivery (AD&D) leaders must establish...

• Report Embrace Continuous Improvement To Power Customer Service Operations

  Continuous Improvement: The Contact Centers For Customer Service Playbook

  August 3, 2018 | Kate Leggett, Art Schoeller

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

• Report Design Your Contact Center To Be Customer-Centric

  Strategic Plan: The Contact Centers For Customer Service Playbook

  July 30, 2018 | 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...

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  Webinar How To Build An AI-Infused Cognitive Contact Center

  June 7, 2018 | Art Schoeller

  The customer service industry today is obsessed with chatbots. The truth is that they will peel off the easy stuff, leaving your contact center agents to handle only the remaining complex...

• Report Now Tech: Cloud Unified Communications Providers, Q2 2018

  Forrester's Overview Of 24 Cloud Unified Communications Providers

  June 4, 2018 | Art Schoeller

  You can use cloud unified communications (UC) providers to quickly deliver critical UC capabilities to your workers, reduce or eliminate capex investments, and protect existing UC investments. But...

• Report Refine The Source Of Truth In Your Contact Center To Improve Performance

  Performance Management: The Contact Centers For Customer Service Playbook

  May 1, 2018 | Art Schoeller

  To quote Yogi Berra, "If you don't know where you are going, you'll end up someplace else." Contact centers don't lack for performance data, especially now that many of them capture extensive...

• Report Collaboration Success Hinges On Effective Change Management

  Continuous Improvement: The Enterprise Collaboration Playbook

  April 10, 2018 | Art Schoeller

  For two decades, companies have introduced new and potentially better tools to help employees collaborate, only to see tepid adoption. In the past several years, employees have begun to...

• Report The Forrester Tech Tide™: Enterprise Collaboration, Q1 2018

  20 Technologies Underpin Enterprise Collaboration

  February 16, 2018 | Art Schoeller, Nick Barber

  Enterprise collaboration (EC) is increasingly critical to firms' ability to win, serve, and retain their customers. To accelerate their performance in collaboration, companies are evaluating and...