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Reinventing customer service
The upheavals of 2020 created an opportunity for customer service teams to rethink service delivery and how best to support the people who do such ...
Reinventing work in development teams
Software engineering teams were often among the best placed to adjust to 2020's shift to working from home (WFH). While colleagues in other parts o...
Introducing Forrester's new study: The Total ...
Exceptional customer service teams deliver fast, frictionless solutions. Behind the scenes this often requires a feat of company-wide coordination....