Contact Center Services

Answering the Public's Call

USA Services Contact Center Solutions Meeting

Bio of Natalie Peouhoff, Ph.D.

Natalie Peouhoff, Ph.D.
Senior Analyst
Forrester Research, Inc.

Natalie serves Business Process & Applications professionals. She is a leading expert on customer service and customer relationship management topics, with extensive experience helping organizations understand their customers' changing needs and the bottom-line value of acquiring and retaining loyal customers in a very competitive marketplace.

Her research focuses on helping organizations establish and validate customer service strategies, prioritize and focus customer service projects, build executive consensus, facilitate customer service technology vendor selections, and plan for project success by integrating change management as part of the project management schedule and plan.

Natalie is also the author of four books:

Reinventing Your Contact Center: Managers Guide To Managing Multi-Channel Contact Centers
Recruiting and Retaining Call Center Employees
Integrating Your People with Process and CRM Technology: Change Management That Provides An ROI
CRM: The Bottom Line to Optimizing Your ROI

Natalie's articles appear in CRM Magazine, CustomerThink (previously CRMGuru), Customer Interactions Solutions, and Peppers and Rogers 1-to-1 Magazine.

An accomplished public speaker, Natalie has spoken at many events, including: ICMI Conference, Call Center 2.0, Shared Insights Self-Service Conference, Pepperdine Business Forum, and SOCAP.

Planned Research:
The State of Customer Service – May 2008

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