June 2015 commissioned study conducted by Forrester Consulting on behalf of Pegasystems
Study conducted by Forrester Consulting and brought to you by Pega
Today’s customer has an ever-higher expectation for customer service. Customers expect to be able to connect with the brands they choose to engage with via any platform, whether mobile, online, or phone. Today’s digital brands have discovered the value in not just satisfying but also “delighting” their customers. For these pioneers, there is a “virtuous circle” of higher customer satisfaction, improved loyalty, and referral — all driving higher revenue and profitability.
In conducting an in-depth survey with 225 global contact center decision-makers, Forrester found that 50% of the organizations surveyed are using agent desktop technology that is over five years old, with over half planning to upgrade in the near future. The main goals of upgrading are to improve customer experience and reduce costs. In order to do so, many organizations are leading with tactical improvements that hold the promise of increased agent efficiency and reduced complexity.
Read this study to learn key steps to drive your contact center transformation (June 2015 commissioned study conducted by Forrester Consulting on behalf of Pegasystems).