- Forrester Councils
- Councils Overview
- log in
Posted by Kate Leggett on January 3, 2012
The contact center solution ecosystem that customer service organizations use has grown more complex over time, as highlighted in our latest TechRadar™ on these solutions. Customer service executives struggle to enforce consistent processes for their agents to follow so that those agents can deliver optimal customer experiences. The amount of data and information that agents need to use to resolve customer inquiries is exploding. Vendor mergers and acquisitions as sectors consolidate are creating product and support risks. And new contact center solution delivery models, including managed services, outsourcing, and cloud-based offerings, are presenting new opportunities.
To define the context for making smart contract center strategy and technology decisions for customer service, Forrester partnered with CustomerThink to survey 75 contact center professionals to understand which technologies were being used and who was making purchasing decisions. We found that:
Who has the most influence in purchasing contact center solutions for customer service? We found that 57% of respondents said that business leaders have “complete” authority in deciding which contact center solution should be deployed in their organizations, and 15% said that IT execs held complete authority.
For more statistics on customer service goals and the barriers to implementation, read the Craft Your Contact Center Investment Plan In Terms Of Technology Adoption Patterns report.
Lead BT Transformation
Develop customer-obsessed strategies to drive growth »
Forrester's CX Index
Predict how actions to improve CX will affect revenue performance.
Measure the customer experiences that matter most »