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Posted by Kate Leggett on July 21, 2011
Contact centers for customer service are a nightmare in terms of the complexity of the technologies. At a high level, to serve your customers, you need to:
You want to make sure that your agents deliver answers in a consistent way and to make it easy for your customers to find answers themselves. To do this, you need to invest in:
You also need to understand what expectations your customer base has regarding your service offering by:
Finally, you need to make sure that your agents follow company procedures, that you are training them properly, and that you are scheduling them in the optimal way so that customer wait times are short and that agents don’t feel overburdened. You do this by:
That’s a lot of software from a lot of different vendors.
We know that IT and business pros want a simpler technology ecosystem to manage. Why? Because software upgrades and integrations are easier. There are also fewer contracts to manage. And unlike a decade ago, when this ecosystem had to be cobbled together with technology from best-of-breed vendors, today there are more suite solution options available from unified communications (UC), CRM, and workforce optimization (WFO) vendors. These vendors have either built them out or acquired them via M&A activity.
This market is still consolidating. Here are my thoughts on some future activity:
Do you agree with these thoughts? Let me know....
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