Forrester: Transform The Contact Center For Customer Service Excellence


In the age of the customer, executives don’t decide how customer-centric their companies are — customers do. Changing customer expectations for easy and effective service that is deeply personal are shaping customer service technology priorities. This report summarizes the top 10 customer service trends for 2016 that application development and delivery (AD&D) pros supporting customer service operations must pay attention to in order to deliver customer service excellence. 

In this Forrester Research report, key findings you'll learn about include:

• Customer service in 2016 demands customer obsession
• Customer service must be easy, be effective, and instill positive emotion
• The customer service technology ecosystem will consolidate
• And more!

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