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 seven-part series focuses on customer service technology—and explains the what, why, how, and when of the technology. We've already reviewed…

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 seven-part series focuses on customer service technology and explains the what, why, how, and when of the technology. Let's start…

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 below 20% a year, and some contact centers have turnover rates as low as 5%. Turnover rates higher than 50%...

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 and change across all ages and demographics. Our 2013 data about communication channels that customers use for customer service...

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 consistent, cross-channel, cross-touchpoint experiences across what Oracle terms the buying and owning journey – and which parallels Forrester's viewpoint quite...

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 how companies are internally organized. In many companies, sales, marketing, and customer service are discrete functional silos that don't necessarily...

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 all ages and demographics. Our 2013 data about communication channels that customers use for customer service is available in...

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, relevant, and complete answers to their questions upon first contact with a company. Forrester data backs this up: Sixty-six percent...

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. Notable divestitures in the CRM space are: ACT!  (a contact and customer management solution for small businesses) and SalesLogix ( a...

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 that customer service professionals need to pay attention to as you plan for success this year. Here are the top...

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 here). So, what does this acquisition mean? Let's start with Nuance. Nuance's solutions help engage customers with what they term...

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 to deliver good and cost-effective customer service experiences? Our customer service technology ecosystem is very complex today. There's been an…

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 operations using our Assessment Framework to pinpoint areas for opportunity and (2) pragmatically investigate options to source your missing capabilities....

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 a question and get an answer - a right answer. Because of Siri, companies focused on increasing customer satisfaction scores...

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 space for a while. However, at no time has this consolidation been quantified as when I recently helped my colleague,...

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 service investments is challenging, as you must understand the benefits and associated costs of the investments. For some customer service technologies,...

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 channels like email and chat, and social channels like Facebook and Twitter. There's also an explosion of touchpoints, like smartphones,...

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 quantifiable economic benefits as measured over three dimensions: willingness to consider another purchase, likelihood to switch business to a competitor,...

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 stayed with me a month after it was hosted. It's Dreamforce – salesforce.com's annual event, which was held on Sept...

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 me pause to think about how much the customer service landscape has changed these last years and how quickly it...

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