Free Research Report from Forrester

In the age of the customer, customer service must be a cornerstone of a company’s customer experience strategy. Customer service application pros must invest in modernizing their technology, and doing so requires a sound business case.

This report, which is part of Forrester’s contact centers for customer service playbook, addresses the four critical questions that every business case must answer: What are the business benefits? What is the impact on project costs? How will future initiatives benefit from this project? And how will we mitigate risks?

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