Nuance Communications’s stories

How to tool-up your contact centre in step with Forrester’s COVID-19 response plan

In high-pressure circumstances, today’s contact centre leaders are making technology decisions that will shape customer experience for years to come. With its COVID-19 technology response framework, Forrester Research has provided a roadmap for customer service organisations looking to establish business continuity in the short-term, while planning for the post-pandemic future. We share some of the […]

How to tool-up your contact center in step with Forrester’s COVID-19 response plan

For many customer service organizations, the response to COVID-19 began as a frantic sprint. But as the weeks have passed, it’s become clear this is a marathon. And as every runner knows, if you want to succeed over long distances, it pays to have a plan. Forrester Research has published a framework to provide that […]