Forrester Consulting: Contact Center Transformation Study

Learn how to avoid common contact center transformation roadblocks like complexity and cost — and change the customer experience in the process. Download Forrester Consulting’s study of 225 organizations, which explores key findings like these:

  • Only 21% say their organization is ‘excellent’ at consistent customer service across multiple channels
  • 48% say their agents have to use too many applications to help customers
  • More than 50% use technology that’s at least 5 years old