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  • Report Contact Centers Must Go Digital Or Die

    Rework Your Contact Center Technology And Staffing Models To Align With Customer Channel Preferences
    April 3, 2015 | Kate Leggett, Art Schoeller

    Consumer preference for customer service channels is changing across all ages and demographics. Adoption of digital customer service channels, with an emphasis on self-service channels such as web...

  • Report Brief: Retool For A New Workforce Reality — New Technology For A New Breed Of Agent

    Agent Tools Must Provide Process Guidance And Predictive Data
    December 23, 2014 | Ian Jacobs

    A new generation of contact center agents has begun to vex application development and delivery (AD&D) professionals. The new agents seem reluctant to learn detailed product and service information...

  • Report Topic Overview: Social CRM Goes Mainstream

    January 5, 2010 | William Band, Natalie L. Petouhoff, Ph.D.

    Forrester's customer relationship management (CRM) research helps business process professionals embrace best practices — from process optimization to technology implementation — to improve...

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