Unified 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...
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 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 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 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 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 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 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 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 ArticlePredictions 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 ArticleA Recession Looms — How Will You Keep Experience In Focus?
In this short video, I ask a simple question with no simple answer: How can customer service organizations avoid wild swings between a focus on experience and a focus on efficiency if macroeconomic...
View ArticleCut Through The Chatbot Hype To Find The Right Conversational AI Solution For...
In this short take, I discuss the lessons learned from evaluating 14 vendors for the Forrester New Wave™: Conversational AI For Customer Service, Q2 2019. Check out the video below. For more insights,...
View ArticleStop Trying To Replace Your Agents With Chatbots — No, Seriously!
Will chatbots save you money? Your short-term savings likely won’t outweigh the long-term damage caused by continuously frustrating your customers.
View ArticleForrester’s Latest Infographic: Consumers Don’t Believe The Chatbot Hype
Consumers 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...
View ArticleEmphasize Emotion In Your Holiday Customer Service
This 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 millions...
View ArticleThe Rise Of AI-Fueled Speech Analytics: Key Takeaways From Forrester’s New Wave™
The 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, CallMiner, Clarabridge,...
View ArticlePersonalized Service vs. Privacy: When Customers Want Both
Your customers are walking, talking contradictions. Forrester data shows that more than half of them want you to value their time, follow them across channels, and answer their questions quickly and...
View ArticleThe Rise Of AI-Fueled Speech Analytics: Key Takeaways From Forrester’s New Wave™
The 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, CallMiner, Clarabridge,...
View ArticlePersonalized Service vs. Privacy: When Customers Want Both
Your customers are walking, talking contradictions. Forrester data shows that more than half of them want you to value their time, follow them across channels, and answer their questions quickly and...
View ArticleChatbots Mature Into An Enterprise-Class Customer Service Tool — Explore The...
Over the past year, Forrester clients have been brimming with questions about chatbots and their role in customer service. In fact, in that time, more than half of the client inquiries I have received...
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