Search Results
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Report The Future Of Work: You Must Change How You Hire Customer Service Agents
Workforce Transformation Must Come Before Automation
As customer service organizations grow more complex, the day-to-day work of a contact center agent will change. Automation will tackle simple, repetitive tasks; agents will need different skills to...
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Report The Forrester New Wave™: Conversational AI For Customer Service, Q2 2019
The 14 Providers That Matter Most And How They Stack Up
June 11, 2019 | Ian JacobsIn Forrester's evaluation of the emerging market for conversational AI for customer service, we identified the 14 most significant providers in the category — [24]7.ai, Aivo, Avaamo, Cognigy,...
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Report New Tech: Conversational AI For Customer Service, Q2 2019
Forrester's Landscape Overview Of 42 Providers
May 23, 2019 | Ian JacobsConversational AI for customer service — AKA chatbots or virtual agents — is both trendy and disappointing simultaneously. For every brand that touts benefits like contact deflection and cost...
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Report Stop Trying To Replace Your Agents With Chatbots
Four Approaches To Using Chatbots To Augment Your Agents Offer Clear Benefits For Companies And Customers
April 17, 2019 | Ian JacobsCustomer service organizations are in a heightened state of chatbot mania. Many are rushing to replace their agents with chatbots, believing that doing so will cut costs and increase efficiencies....
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Report Now Tech: Omnichannel Customer Service Outsourcers, Q1 2019
Forrester's Overview Of 28 Omnichannel Customer Service Outsourcing Providers
February 14, 2019 | Ian Jacobs, Laura NaparstekYou can use omnichannel customer service outsourcing to improve cost efficiency, quickly stand up digital engagement channels, and adjust to unexpected customer interaction volume. But to access...
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Report Forrester Infographic: Customer Service Chatbots Fail Consumers Today
Brands increasingly rely on chatbots for customer service as a way to deflect inbound calls and reduce costs, but Forrester Analytics data shows that consumers aren't thrilled. Consumers are...
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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 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 The Second Coming Of Digital-First Customer Service Solutions
AI Fuels Differentiated Digital Customer Service Experiences
Chat, chatbots, messaging platforms, the internet of things, video, and cobrowsing: Customers are turning to these new technologies for customer support at an ever-increasing rate. Vendors that...
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Report Unlock The Hidden Value Of Chatbots For Your Customer Service Strategy
Go Beyond Just Cost Reduction
Chatbots have strong appeal as firms bring mass personalization to customers. Cost savings are the best-known benefit, but less-well-known benefits include insights from unstructured data, cost...