Search Results
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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 Predictions 2019: Customer Service And Sales
Invest In Humans In 2019, As Chatbot Backlash Will Emerge
The promises of AI have yet to make a material impact in customer service and sales. Companies cannot simply replace employees with AI-driven software, as customers and markets are becoming far...
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Report The Forrester Wave™: Cloud Contact Centers, Q3 2018
The 11 Providers That Matter Most And How They Stack Up
September 25, 2018 | Art SchoellerIn our 32-criterion evaluation of cloud contact center providers, we identified the 11 most significant ones — 8x8, Aspect, Avaya, Cisco, Enghouse Interactive, Five9, Genesys, NewVoiceMedia, NICE...
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Report The Critical Role Of Policy In Enterprise Collaboration
Processes: The Enterprise Collaboration Playbook
August 31, 2018 | Art SchoellerA clear collaboration policy is essential for employees using customer, partner, and internal collaboration tools. While it takes a cross-organizational team to establish a collaboration policy,...
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Report Get A Pulse On Your Collaboration Program
Performance Management: The Enterprise Collaboration Playbook
August 20, 2018 | Art SchoellerThe benefits of collaboration are hard to quantify. With the exception of email and audioconferencing, collaboration hasn't reached the phase where we're wondering what we ever did without it....
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Report Now Tech: Cloud Contact Center Providers, Q3 2018
Forrester's Overview Of 24 Cloud Contact Center Providers
August 10, 2018 | Art SchoellerYou 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...
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Report Build An Outside-In Contact Center Road Map
Road Map: The Contact Centers For Customer Service Playbook
August 7, 2018 | Art SchoellerIn 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)...
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Report Organizing For Success In Collaboration
Organization: The Enterprise Collaboration Playbook
August 6, 2018 | Art SchoellerToo often, technology leaders approach staffing for collaboration as they would other technology-organization-led projects. Application development and delivery (AD&D) leaders must establish...
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Report Embrace Continuous Improvement To Power Customer Service Operations
Continuous Improvement: The Contact Centers For Customer Service Playbook
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...
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Report Design Your Contact Center To Be Customer-Centric
Strategic Plan: The Contact Centers For Customer Service Playbook
July 30, 2018 | 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 The Forrester Tech Tide™: Contact Center Technologies For Customer Service, Q3 2018
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 Now Tech: Cloud Unified Communications Providers, Q2 2018
Forrester's Overview Of 24 Cloud Unified Communications Providers
June 4, 2018 | Art SchoellerYou 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...
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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 SchoellerTo 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...
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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 SchoellerContact 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...
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Report Collaboration Success Hinges On Effective Change Management
Continuous Improvement: The Enterprise Collaboration Playbook
April 10, 2018 | 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 Gain A Competitive Advantage Through Enterprise Collaboration
Executive Overview: The Enterprise Collaboration Playbook
March 12, 2018 | Art SchoellerMany of today's collaboration technology initiatives fall well short of their transformational potential. But a properly executed enterprise collaboration (EC) strategy engages employees and...
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Report Five Methods For Measuring Call Deflection From Experiences That Begin With Digital
How To Prove The ROI Of Your Digital Service Channel Investments
Application development and delivery (AD&D) professionals supporting contact centers must rein in costs without negatively impacting customer experience. They have heavily bet on lower-cost digital...
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Report A Solid Enterprise Collaboration Road Map Reduces Risk And Drives Adoption
Road Map: The Enterprise Collaboration Playbook
February 28, 2018 | 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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Report Create A Benchmark Strategy For Your Enterprise Collaboration Technology
Benchmarks: The Enterprise Collaboration Playbook
February 27, 2018 | Art SchoellerEnterprise collaboration (EC) takes place independent of any specific technology, tool, or service. However, the breadth and depth of adoption and effective use of EC varies widely. This report...
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Report Future-Proof Your Customer Service: Build An AI-Infused Cognitive Contact Center
Changing Customer Journeys Require A Significant Shift In Contact Center Roles And Technologies
February 23, 2018 | Art SchoellerIncreased automation and the greater diversity of customer contact channels will complicate, not simplify, the job of contact center agents. Application development and delivery (AD&D)...
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Report The Forrester Tech Tide™: Enterprise Collaboration, Q1 2018
20 Technologies Underpin Enterprise Collaboration
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...
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Report The Path To Customer Obsession Is Paved With Enterprise Collaboration
Vision: The Enterprise Collaboration Playbook
February 8, 2018 | Art SchoellerBusinesses rely on an ecosystem that brings together networks of employees, partners, and customers to build and deliver profitable customer experiences. Keeping these disparate groups engaged and...
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Report How To Create A Knockout Enterprise Collaboration Strategic Plan
Strategic Plan: The Enterprise Collaboration Playbook
January 18, 2018 | Art SchoellerEnterprise collaboration programs can provide the connective tissue of the customer experience (CX) ecosystem. However, programs fall flat when application development and delivery (AD&D)...
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Report Predictions 2018: Blended AI Will Disrupt Your Customer Service And Sales Strategy
Prepare For Dips In Customer Satisfaction And Service Levels
Artificial intelligence. All the craze. Application development and delivery (AD&D) professionals are on the frontline in learning how to use AI in customer service and sales. Whether that's...
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Report Assess The Capabilities And Impact Of Your Enterprise Collaboration Toolkit
Assessment: The Enterprise Collaboration Playbook
October 12, 2017 | Art SchoellerEnterprise collaboration 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 be...
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