In this report, Forrester examines the importance of customer service, and customer service technology strategies, as they relate to the contact center. After a disruptive year, contact centers have been forced to evolve. At the center of this evolution is digital transformation with customer experience as a top priority.
Understanding the changing and increasing demands of your customers and being able to transform your contact center to meet and exceed these demands is critical to success. This report will talk about how to transform your customer service processes to deliver exceptional customer experience to be a leader in your market and increase revenue.