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…
Over the holidays, I was a guest on the Modern Customer Podcast, a wonderful podcast hosted by Forbes’ blogger Blake Morgan. She describes…
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…
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…
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…
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…
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…
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.
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,…
OK, it is certainly a cliché and clearly suffers from an incomplete view of the world, but many contact center executives would still…
