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June 11, 2019
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June 11, 2019
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June 11, 2019
Search Results
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Report FAQ: How To Measure Chat Quality Management
Identify Your Goals And Measure What Matters
What are brands doing around chat quality management (QM)? What are they measuring? How are they scoring? Is it any different from quality management for other customer service channels? In this...
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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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Blog Stop Trying To Replace Your Agents With Chatbots — No, Seriously!
April 17, 2019 | Ian JacobsCustomer service organizations have been looking for ways to cut costs for decades. Now that chatbot mania has taken over, many are jumping on the bandwagon and attempting to replace their human...
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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 Win Funding For Your Customer Service Project
Business Case: The Contact Centers For Customer Service Playbook
In the age of the customer, customer service must be a cornerstone of a company's customer experience (CX) strategy. Customer service leaders must invest in modernizing their technology. Doing so...
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Report Use Emotion To Beat Customer Service Stagnation
DBS Bank, Disney, Humana, And Progressive Casualty Insurance Show You How
February 21, 2019 | Ian JacobsCustomer experience (CX) fatigue is a reality — and it's impeding improvements in customer service. While the customer service world has focused on improving the effectiveness and ease of CX, firms...
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Report Now Tech: Omnichannel Customer Service Outsourcers, Q1 2019
Forrester's Overview Of 28 Omnichannel Customer Service Outsourcing Providers
You 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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Blog Forrester’s Latest Infographic: Consumers Don’t Believe The Chatbot Hype
February 4, 2019 | Ian JacobsConsumers really don’t like your chatbot. It’s not exactly a relationship built to last — a few clicks here, a few sentences there — but Forrester Analytics data shows us very clearly that, to...
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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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Webinar Predictions 2019: Customer Service And Sales
For some time, the burning question has been: Will robots replace humans? While the proliferation of robotic process automation (RPA) has reduced headcount in the back office, it’s a...
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Blog Emphasize Emotion In Your Holiday Customer Service
December 4, 2018 | Ian JacobsThis blog post is part of Forrester’s Holiday 2018 retail series. As the holidays approach and the post-holiday return rush quickly follows, a few things will occur simultaneously: Hundreds of...
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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 Gauge Your Customer Service Maturity
Assessment: The Contact Centers For Customer Service Playbook
An explosion of channels, new technologies like artificial intelligence, and increasingly demanding consumers challenge organizations to reshape their service approach in the age of the customer....
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Report Implement Effective Customer Service Metrics
Benchmarks: The Contact Centers For Customer Service Playbook
Customer service leaders can easily become distracted by the sheer volume of metrics available for tracking operational activities and fail to deliver on key business goals. To keep customer...
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Report The Rise Of Customer Service Robots
Use Physical Robots To Make Operations More Human
Customer service leaders are reimagining their operations with automation and AI at the center, fundamentally changing the nature of jobs. Customer service robots — semi- or fully autonomous...
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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 Choose The Right Customer Service Solution For Your Business
Tools And Technology: The Contact Centers For Customer Service Playbook
Delivering a differentiated customer experience (CX) requires the right technologies, processes, and organizational structures. Therefore, application development and delivery (AD&D) professionals...
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Report Consumers Want Convenience, Not Conversations
Conversational Interfaces Struggle To Deliver Contextual Convenience
Consumers want convenience and choice — not conversational interfaces. However, fear of being left behind still impels digital business leaders to build them. And even more than half of those that...
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Blog The Rise Of AI-Fueled Speech Analytics: Key Takeaways From Forrester’s New Wave™
June 28, 2018 | Ian JacobsThe recently published report, “The Forrester New Wave: AI-Fueled Speech Analytics Solutions, Q2 2018” report identified the 11 most significant players in this market: Aspect,...
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Blog The Rise Of AI-Fueled Speech Analytics: Key Takeaways From Forrester's New Wave™
June 28, 2018 | Ian JacobsThe recently published report, “The Forrester New Wave: AI-Fueled Speech Analytics Solutions, Q2 2018” report identified the 11 most significant players in this market: Aspect,...
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Report The Forrester New Wave™: AI-Fueled Speech Analytics Solutions, Q2 2018
The 11 Providers That Matter Most And How They Stack Up
In Forrester's evaluation of the emerging market for AI-fueled speech analytics, we identified the 11 most significant providers in the category — Aspect, CallMiner, Clarabridge, Cogito, Genesys,...
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Report New Tech: AI-Fueled Speech Analytics Solutions, Q2 2018
Forrester's Landscape Overview Of 31 Providers
The introduction of artificial intelligence (AI) technologies into speech analytics has turned this once-quiet backwater of the customer service world into a growing market for customer insight...
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Report Customer Service Reboot: The Rise Of The Gig Economy
Basic Queries And Field Service Needs Are Ripe For Freelance Workers To Handle
May 8, 2018 | Ian JacobsContact centers struggle to balance the need to contain costs and to provide differentiating customer service. To achieve both goals, brands would do well to explore nontraditional — or gig economy...
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