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Forrester—How Cloud-Based Contact Centers Can Improve the Customer Experience
Only 39% of companies deliver a good customer experience.
Delivering optimal customer experience has quantifiable business value. But delivering experiences in line with customer expectations is not easy. Companies struggle with an inflexible technology infrastructure that does not let them quickly adjust to business demand and deliver experiences in line with customer demand. It takes a coordinated effort across the dimensions of strategy, process, and technology. Companies must start by articulating their customer experience strategy and ensure that their contact center strategy is well aligned with their customer experience strategy.
This report from Forrester Research reveals the strategies you need to improve your customer experience, including how moving to the cloud can not only improve your cost efficiencies, but also help you achieve your customer engagement goals.