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  • Art Schoeller

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  • For Application Development & Delivery Professionals

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    Report Vendor Landscape: Enterprise Team Messaging Apps

    Consumer Demand Drives The Next Wave Of Enterprise Collaboration
    August 15, 2017 | Art Schoeller

    Team messaging has exploded onto the enterprise scene, sprouting a myriad of startups, like Slack, and forcing established players such as Google, IBM, and Microsoft to create their own offerings....

  • For Application Development & Delivery Professionals

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    Report Collaboration Success Hinges On Effective Change Management

    Continuous Improvement: The Enterprise Collaboration Playbook
    July 25, 2017 | 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...

  • For Application Development & Delivery Professionals

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    Report Gain A Competitive Advantage Through Enterprise Collaboration

    Executive Overview: The Enterprise Collaboration Playbook
    July 3, 2017 | Art Schoeller

    Many of today's collaboration technology initiatives fall well short of their transformational potential. But a properly executed enterprise collaboration strategy engages employees and connects...

  • For Application Development & Delivery Professionals

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    Report Amazon Connect: Not Yet Ready For Prime Time

    Take A Wait-And-See Approach Before Choosing Amazon's New Cloud Contact Center Offering
    May 31, 2017 | Kate Leggett, Art Schoeller

    Amazon aims to disrupt the contact center industry with Amazon Connect — a cloud-based addition to the company's growing product portfolio that runs on Amazon Web Services (AWS). It attempts to...

  • For Application Development & Delivery Professionals

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    Report Drive Revenue, Please Customers By Connecting Customer Journeys

    Use Contextual Data To Repair Broken Journeys Between Self-Service And Contact Center Agents
    April 19, 2017 | Art Schoeller

    In the old fairy tale of Hansel and Gretel, the protagonists used bread crumbs to mark their trail home, but animals quickly ate them, leaving the pair lost in the wilderness. Customers who hop...

  • For Application Development & Delivery Professionals

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    Report Embrace Continuous Improvement To Power Customer Service Operations

    Continuous Improvement: The Contact Centers For Customer Service Playbook
    February 24, 2017 | Kate Leggett, Art Schoeller

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

  • For Application Development & Delivery Professionals

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    Report Setting The Technology Foundation For Your Enterprise Collaboration Strategy

    Tools And Technology: The Enterprise Collaboration Playbook
    February 15, 2017 | Art Schoeller, Rob Koplowitz

    Many organizations are making a fundamental bet on enterprise collaboration, linking the various roles in the customer experience ecosystem to the effectiveness of knowledge workers a competitive...

  • For Application Development & Delivery Professionals

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    Report Create A Benchmark Strategy For Your Enterprise Collaboration Technology

    Benchmarks: The Enterprise Collaboration Playbook
    February 15, 2017 | Art Schoeller

    Enterprise collaboration (EC) takes place independent of any specific technology, tool, or service. However, the breadth and depth of adoption and effective use of enterprise collaboration varies...

  • For Application Development & Delivery Professionals

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

    Road Map: The Enterprise Collaboration Playbook
    February 7, 2017 | Art Schoeller

    Enterprise collaboration technology can transform the way that employees work by eliminating barriers to collaboration, improving customer engagement, and accelerating the flow of information and...

  • For Application Development & Delivery Professionals

    Report

    Report Mind The Gap When Organizing To Support Contact Center Applications

    Organization: The Contact Centers For Customer Service Playbook
    January 5, 2017 | Art Schoeller

    Contact 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...

  • For Application Development & Delivery Professionals

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    Report Refine The Source Of Truth In Your Contact Center To Drive Better Performance

    Performance Management: The Contact Centers For Customer Service Playbook
    November 18, 2016 | Art Schoeller

    To quote Yogi Berra, "If you don't know where you are going, you'll end up someplace else." Contact centers aren't lacking in performance data, especially now that many capture extensive customer...

  • For Application Development & Delivery Professionals

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    Report Design Your Contact Center From The Outside In

    Strategic Plan: The Contact Centers For Customer Service Playbook
    November 17, 2016 | Art Schoeller, Randy Heffner

    As enterprises strive to offer better customer experiences, they must incorporate organizational and operational change into contact center architectural design. Companies must establish customer...

  • For Application Development & Delivery Professionals

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    Report The Forrester Wave™: Contact Center Interaction Management For Midsize Contact Centers, Q3 2016

    The Eight Providers That Matter Most And How They Stack Up
    September 29, 2016 | Art Schoeller

    Connecting customers to the right agents over the right channel is key to an excellent, differentiated customer experience. In our 40-criteria evaluation of midsize contact center interaction...

  • For Application Development & Delivery Professionals

    Report

    Report The Forrester Wave™: Contact Center Interaction Management For Large Contact Centers, Q3 2016

    The Eight Providers That Matter Most And How They Stack Up
    September 29, 2016 | Art Schoeller

    Connecting customers to the right agents over the right channel is key to an excellent, differentiated customer experience. In our 40-criteria evaluation of large contact center interaction...

  • For Application Development & Delivery Professionals

    Report

    Report Build An Outside-In Contact Center Road Map

    Road Map: The Contact Centers For Customer Service Playbook
    September 21, 2016 | Art Schoeller

    This report outlines the road map planning of Forrester's solution for application development and delivery (AD&D) professionals working in customer service. For most industries, a large percentage...

  • For Application Development & Delivery Professionals

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    Report Brief: Now You See Me — Video Chat Improves The Customer Experience

    Well-Targeted Video Chat Drives Revenue, Improves Efficiency, And Increases Customer Satisfaction
    September 15, 2016 | Nick Barber, Art Schoeller

    Live video chat for customer service drives ROI, decreases dispute-resolution time, and increases customer satisfaction for business-to-business and business-to-consumer firms. With broader...

  • For Application Development & Delivery Professionals

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    Report Increase Customer Service Agility With Cloud Contact Centers

    July 15, 2016 | Art Schoeller

    Contact center interaction management (CCIM) software continues to evolve into integrated suites that vendors offer as a service. These vendors are reporting 20% growth rates, while on-premises...

  • For Application Development & Delivery Professionals

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    Report How To Create A Knockout Enterprise Collaboration Strategic Plan

    Strategic Plan: The Enterprise Collaboration Playbook
    July 14, 2016 | Art Schoeller

    Enterprise collaboration programs can provide the connective tissue of the customer experience (CX) ecosystem. However, programs fall flat when application development and delivery (AD&D)...

  • For Application Development & Delivery Professionals

    Report

    Report Assess The Capabilities And Impact Of Your Enterprise Collaboration Toolkit

    Assessment: The Enterprise Collaboration Playbook
    June 28, 2016 | Art Schoeller

    New enterprise collaboration tools that dramatically improve the flow of information among employees and lower the barriers to deeper customer engagement hold promise, yet deployments are low, and...

  • For Application Development & Delivery Professionals

    Report

    Report Vendors Battle For The Heart Of The Contact Center

    Landscape: The Contact Centers For Customer Service Playbook
    June 14, 2016 | Kate Leggett, Art Schoeller

    The heart of the contact center is comprised of a set of complex, unintegrated technologies, which firms must leverage to deliver quality service. But application development and delivery (AD&D)...

  • For Application Development & Delivery Professionals

    Report

    Report Define Business Value In Collaboration

    Business Value: The Enterprise Collaboration Playbook
    March 4, 2016 | Art Schoeller

    Growing evidence points to a road to measuring collaboration success. Sales, customer service, and the supply chain are initial areas where collaboration adds measurable business value. Once...

  • For Application Development & Delivery Professionals

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    Report Navigate The Turbulent Waters Of Enterprise Collaboration

    Vision: The Enterprise Collaboration Playbook
    March 4, 2016 | Art Schoeller

    Enterprise collaboration is a long-established category of technologies (e.g., email, unified communications, and social networking) that continues to evolve. Properly deployed and adopted, it can...

  • For Application Development & Delivery Professionals

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    Report Monitor The Performance Of Your Collaboration Program

    Performance Management: The Enterprise Collaboration Playbook
    March 4, 2016 | Art Schoeller

    The 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....

  • For Application Development & Delivery Professionals

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    Report Organizing For Success In Collaboration

    Organization: The Enterprise Collaboration Playbook
    March 4, 2016 | Art Schoeller

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

  • For Application Development & Delivery Professionals

    Report

    Report Vendor Landscape: Interactive Voice Response Solutions

    Make IVRs A Strategic Component, Not Just A Necessary Evil
    November 10, 2015 | Art Schoeller

    Are interactive voice response (IVR) solutions a necessary evil, old technology on its way out, or a strategic component of enterprise self-service? How is IVR evolving and what role can it play in...

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