Predictions 2020: AI Shakes Up Customer Service Workforce And Operations
AI will change how organizations staff, run, and manage their customer service teams. Read Forrester's 2020 customer service predictions to learn more.
View ArticleThe Impact Of Chatbots On Your Seasonal Workforce
Can chatbots help meet your holiday hiring needs — and should they? Forrester Principal Analyst Ian Jacobs explains in this video.
View ArticleChoose The Right Global Omnichannel Contact Center Outsourcer
The brand damage of poor customer service outsourcing had become apparent. So, why are more companies considering outsourcing more?
View ArticleWork-At-Home: Just The First Step In Contact Centers’ Response To COVID-19
Learn why now is the right time for brands to move to a work-at-home model for contact center agents.
View ArticlePlan For The Work-At-Home Contact Center You Want, Not The One You Were...
To help brands navigate the historic customer service challenges posed by the current pandemic and subsequent need for mass mobilization of a remote workforce, Forrester has created a four pillar...
View ArticleKey Takeaways From Forrester’s Customer Service Executive Roundtable On...
Twenty-two customer service executives shared their victories and challenges during the coronavirus pandemic. Read key takeaways from this conversation about customer service during COVID-19.
View ArticleExtend The Life Of Your Chatbots By Looking Beyond The Holiday Season
Let’s just get it out of the way at the start of this blog: COVID-19 has remade retail and has forced a rapid shift toward digital customer service interactions. And now the holidays are nigh, and...
View ArticlePredictions 2021: It’s All About Empathy, Digital, And Virtualizing Customer...
The purpose of customer service is no longer just to alleviate run-of-the-mill inconveniences; it is to provide fundamental and necessary services for consumers devastated by the COVID-19 pandemic....
View ArticleBrands Bear (Some) Blame For Conditions At Outsourcers
Between really bad press (here and here) and bankruptcy (here), large contact center outsourcers have seen a rough last few months. Bad press for outsourcers spells trouble for and affects the brands...
View ArticleUnified Agent Augmentation Tools: A Fractured And Disorganized Landscape In...
Agent augmentation tools make the lives of contact center agents easier by enabling them to deliver high-caliber customer support. Yet today’s technology is siloed; there isn’t a unified agent...
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