Forrester: Transform the Contact Center for Customer Service Excellence
Published May 22, 2017
Last updated September 21, 2021
The belief that “strong contact centers are an opportunity for success” has provoked shared sentiments amongst industry stakeholders. 67 percent of decision makers in customer service departments see customer experience (CX) as a top priority. Unfortunately, customer satisfaction (CSAT) levels have decreased from 2013 to 2016, in part because of the difficulty of setting a customer service strategy in motion.
Forrester’s report, Transform The Contact Center For Customer Service Excellence, includes a “Contact Centers For Customer Service Playbook” based on a number of their own client inquiries. Forrester's report can guide those who have asked questions like:
- “What business and technology trends are important for creating a sound customer service strategy?”
- "What's the direct impact that our customer service is having on our company's bottom line?"
- “What should our contact center road map look like to ensure the success of our new customer service strategy?”
The report, Transform The Contact Center For Customer Service Excellence, is no longer available. You can find it on Forrester’s site here, or read Forrester's Engagement Costs Continue To Rise Even With Digital.