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Charts & Figures
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A Contact Center Roadmap, Including Adjacent Technologies
December 31, 2020
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CX Investments Span A Wide Array Of Touchpoints
December 31, 2020
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Critical Roles By Functional Area
October 23, 2020
Search Results
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Report The Forrester Tech Tide™: Contact Center Technologies For Customer Service, Q1 2021
Twenty Technologies Underpin Customer Service
Customer service is increasingly critical to firms' ability to win, serve, and retain their customers. To accelerate their performance in customer service, companies are evaluating and adopting a...
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Report Build An Outside-In Contact Center Roadmap
Roadmap: The Contact Centers For Customer Service Playbook
December 31, 2020 | Art SchoellerIn most industries, a large percentage of customer contacts need support from contact center agents. Developing a solid contact center roadmap in the context of a broader customer experience (CX)...
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Report Organizing For Success In Collaboration
Organization: The Enterprise Collaboration Playbook
October 23, 2020 | Art SchoellerToo often, technology leaders approach staffing for collaboration as they would other projects led by the technology organization. Application development and delivery (AD&D) leaders must establish...
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Report Collaboration Success Hinges On Effective Change Management
Continuous Improvement: The Enterprise Collaboration Playbook
June 19, 2020 | Art SchoellerFor 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...
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Report Now Tech: Cloud Contact Center Vendors, Q2 2020
Forrester's Overview Of 25 Cloud Contact Center Providers
June 2, 2020 | Art SchoellerYou can use cloud contact center providers to rapidly deliver critical contact center capabilities, increase flexibility and scale of operations, and lay the foundation for a cognitive contact...
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Report Vendors Battle For The Heart Of The Contact Center
Landscape: The Contact Centers For Customer Service Playbook
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...
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Report Design Your Contact Center To Be Customer-Centric
Strategic Plan: The Contact Centers For Customer Service Playbook
September 25, 2019 | Art SchoellerAs 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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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
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...
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Report A Solid Enterprise Collaboration Road Map Reduces Risk And Drives Adoption
Road Map: The Enterprise Collaboration Playbook
June 14, 2019 | Art SchoellerEnterprise 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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