Tony Lorentzen
Over the last few years, we’ve witnessed the accelerating transformation of the contact center with brands using digital and voice-powered technology to bring their customer engagement visions to life. That includes the shift of contact centers to the cloud. Doing so enables enterprises to quickly increase agility, reduce costs, and focus on serving customers instead […]
If you spent any time on the What’s Next blog last year, you might have seen us talking about Forrester’s COVID-19 response plan. It offered timely, expert advice on how brands can tool up their contact centres to manage remote agents and adapt their customer service strategies to new consumer behaviour. Now we’re a year […]
In all its various forms, the PayTV industry is certainly booming; there are countless paid streaming services, premium channels, and paid content options available for viewers to choose from. And after a year in which many of us spent more time in our homes and front of our screens than we expected to, viewership has […]
Consumers around the world continue to move their shopping budgets online, with recent analysis of Office for National Statistics revealing that e-commerce transactions in the second quarter of 2020 accounted for about 31.3% of all retail transactions, up about 45% over the same period in 2019. And as McKinsey has written, “in-person interaction has dramatically […]
The coronavirus pandemic has forced organisations around the globe to protect their employees while developing business continuity plans. Organisations also are working to quickly relay the latest relevant information to their customers and citizens when guidelines and situations are fluid and changing sometimes hourly. Customer contact centres are at the forefront of this effort, with […]
