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Channel: Ian Jacobs – Forrester
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Introducing a new Senior Analyst

Hello, world. Welcome to my first blog as a new Senior Analyst serving Application Development & Delivery professionals.I come to Forrester after working in the Solution Marketing and Corporate...

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Driven to distraction - a new breed of contact center agents need new tools...

I first noticed the creeping changes a few years ago. In college I majored in comparative literature and averaged about five novels read per week. Even when I entered the hustle and bustle overdrive of...

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Understand The Promise Of Real-time Speech Analytics To Prepare To Overcome A...

"With the gift of listening comes the gift of healing."-Catherine de Hueck DohertyWe've all heard the canned notifications when we call companies for customer service: "this call may be recorded for...

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Start Planning To Provide Social Customer Support Beyond Twitter and Facebook

Industry analysts travel--a lot. It is, therefore, no surprise that I care deeply about airlines' frequent flyer programs and track the changes to those programs as closely as baseball obsessives track...

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Contact Center And Customer Service Metrics Must Support Broader Company KPIs

OK, it is certainly a cliché and clearly suffers from an incomplete view of the world, but many contact center executives would still nod their heads in agreement with the statement, "You can't manage...

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Measure and improve contact center agent experience in order to improve...

Contact center agents have a huge impact on customer experience. Unhappy contact center agents equal unhappy customers. It's that simple. Contact center agents who feel disengaged, unhappy with their...

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Get your customer service ready for the digital-first generation

This is a guest post by Danielle Geoffroy, Research Associate on the AD&D team who helps with our customer service and unified communications research.Do you hear that swooshing sound of a tweet...

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Contact center outsourcers move strongly to omnichannel—brands’ attitudes...

Contact center outsourcers have gotten a bum rap. Customers frustrated with offshore accents, agents with no power to actually solve problems, and overly scripted interactions have complained,...

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The New Customer Service Mandate - It’s No Longer Socially Acceptable To Not...

This a guest post by Danielle Geoffroy, a Research Associate on the Application Development & Delivery (AD&D) team.Customer service teams are facing a dilemma that may bring back high school...

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Facebook Messenger: The Future Of Customer Service?

This a guest post by Meredith Cain, a Research Associate on the Application Development & Delivery (AD&D) team.As Francis Bacon wrote in 1625, "If the mountain will not come to Muhammad, then...

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Let's go back to the future--it is time to start planning now for customer...

This a guest post by Meredith Cain, a Research Associate on the Application Development & Delivery (AD&D) team.Let's take trip back to 1989. One of the big movies of that year was "Back to the...

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The Competitive Dynamics Of Workforce Optimization--A Critical Driver Of...

We've all heard the idea so much it is now approaching hackneyed cliché: technological-driven disruption can--or will--hit every industry. Uber and Lyft have monkeyed around with the fundamental order...

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How self-service technology is changing the contact center job landscape

Over the holidays, I was a guest on the Modern Customer Podcast, a wonderful podcast hosted by Forbes' blogger Blake Morgan. She describes the podcast as providing "surprising and counter-intuitive...

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Contact Center And Customer Service Metrics Must Support Broader Company KPIs

OK, it is certainly a cliché and clearly suffers from an incomplete view of the world, but many contact center executives would still nod their heads in agreement with the statement, “You can’t manage...

View Article

Measure and improve contact center agent experience in order to improve...

Contact center agents have a huge impact on customer experience. Unhappy contact center agents equal unhappy customers. It's that simple. Contact center agents who feel disengaged, unhappy with their...

View Article


Get your customer service ready for the digital-first generation

This is a guest post by Danielle Geoffroy, Research Associate on the AD&D team who helps with our customer service and unified communications research. Do you hear that swooshing sound of a tweet...

View Article

Contact center outsourcers move strongly to omnichannel—brands’ attitudes...

Contact center outsourcers have gotten a bum rap. Customers frustrated with offshore accents, agents with no power to actually solve problems, and overly scripted interactions have complained,...

View Article


The New Customer Service Mandate – It’s No Longer Socially Acceptable To Not...

This a guest post by Danielle Geoffroy, a Research Associate on the Application Development & Delivery (AD&D) team. Customer service teams are facing a dilemma that may bring back high school...

View Article

Facebook Messenger: The Future Of Customer Service?

This a guest post by Meredith Cain, a Research Associate on the Application Development & Delivery (AD&D) team. As Francis Bacon wrote in 1625, “If the mountain will not come to Muhammad, then...

View Article

Let’s go back to the future–it is time to start planning now for customer...

This a guest post by Meredith Cain, a Research Associate on the Application Development & Delivery (AD&D) team. Let’s take trip back to 1989. One of the big movies of that year was “Back to the...

View Article
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