Kate Leggett

Why Is Customer Service So Hard to Get Right?

This post originally appeared on DestinationCRM.com Good customer service is the result of the right attention to strategy, business processes, technology, and people management. This...

What Is Customer Service Technology?

This post originally appeared on DestinationCRM.com Good customer service is the result of the right attention to strategy, business processes, technology, and people management. This...

Contact Center Agent Turnover Is A Fact Of Life That Must Be Tracked And...

Agents turn over in contact centers, and managing your turnover rate is a fact of life. Low agent turnover rates are those that are...

Forrester Data Shows An Explosion Of Channels For Customer Service With Inconsistent Satisfaction Ratings

We know that consumer preferences for customer service channels are rapidly changing. And it's not just the younger generation of consumers — there's disruption...

Oracle’s Customer Experience Management Technology: Its A Good Thing, But Really Hard To Do

I was at Oracle's Analyst day today, and spent time with the Customer Experience Team drilling into the technology that allows organizations to deliver...

Why Is Effortless Customer Service So Hard To Deliver? It’s Partly An Ownership Issue

Why is it so difficult to deliver consistent, effortless customer service interactions across communication channels and touchpoints. A fundamental reason has to do with...

Communication Channel Preferences For Customer Service Are Rapidly Changing. Do You Know What Your...

Consumers' preferences for customer service channels are rapidly changing. And it's not just the younger generation of consumers — there's disruption and change across...

Four Steps For Optimizing Customer Service Operations

This post originally appeared on destinationCRM. Customers want efficient, effortless service from the touchpoint and communication channel of their choice. They want to receive accurate,...

More Changes Afoot In The CRM Space – Sage Drops SageLogix and ACT! To...

Yesterday, the UK-based Sage Group said it had agreed to sell 7 of their non-core products, virtually divesting themselves of their North American operations....

Forrester’s Top 15 Trends For Customer Service in 2013

2012 is still a vivid memory for most of us. Yet, it's time to look ahead to 2013, and focus on the key trends...

Nuance Acquires VirtuOz. What Does This Really Mean?

The news on the street is that Nuance is buying the online virtual agent company, VirtuOz for an undisclosed price (see the TechCrunch article...

Customer Service: Why It Matters – And How To Do It Right

For many companies, customer service is a cornerstone to their customer experience strategy – an area of increasing importance because: Why is it so difficult...

Build, Buy or Outsource Customer Service Solutions? Here’s An Approach To Help You Decide

How do you choose the right customer service solution for your needs? It's always best to take a systematic approach: (1) benchmark your current...

Siri Is Shining A Spotlight On Virtual Agents

Siri, Apple's voice activated virtual agent (VA), has raised the profile of this technology category. Siri provides the right engagement paradigm - ask...

Market Consolidation In The CUstomer Service Space – A Slew Of Companies That No...

I know the customer service market is consolidating as it matures. I've been tracking the consolidation of the knowledge management, multichannel management and EFM...

How To Build A Business Case For Customer Service Investments

We know that investing in customer service is good for business and can positively impact your revenue. However, building a business case for customer...

Customer Service Tips For Today’s Digital World

Today, the gap between customers' expectations and the service they receive can be huge. There's an explosion of communication channels that customers use—voice, digital...

Why Pay Attention To Your Customer Service? Because It Will Impact Your Revenue

Enterprises must pay attention to the quality of customer service they offer because: Good customer experiences boost repurchase probability and long-term loyalty. Customer loyalty has...

Dreamforce Musings (A Month Late)

I go to many industry events in my job, and as the fall event season passes its peak, there is one event that has...

What I Have Learned Being A Customer Service Analyst

The anniversary of my 2 year tenure at Forrester quietly snuck by me last week, and when I remembered about the milestone, it gave...

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