Kate Leggett
Kate Leggett
Kate serves Business Process Professionals. She is a leading expert on customer service strategies. Her research focuses on helping organizations establish and validate customer service strategies strategies, prioritize and focus customer service projects, facilitate customer service vendor selection, and plan for project success.
Is “Good Enough” Customer Service Good Enough?
Eighty-six percent of customer service decision-makers say that a good customer experience is one of their top strategic priorities. Sixty-three percent say that they...
Forrester’s 10-Step Program On Mastering The Service Experience: A Quick Recap
Today, the gap between a customer's expectations and the customer experience they receive is huge. In our latest customer experience survey, we found that...
Choosing a contact center outsourcer is hard – evaluate candidates over 8 dimensions
Outsourcing contact center operations helps organizations deliver better customer service. In Forrester's recent survey of 304 North American and European network and telecommunications decision-makers,...
Don’t outsource your customer service operations to cut costs
Outsourcing contact center operations helps organizations deliver better customer service. In Forrester's recent survey of 304 North American and European network and telecommunications decision-makers,...
Thoughts on customer service solutions for the SMB market
In an conversation with Alex Bard, CEO of Assistly (now desk.com of SalesForce.com), I learned a couple of interesting things about customer service...
Which contact center technologies for customer service deliver the most business value?
We know that the contact center solution ecosystem that customer service organizations use is made up lots of complex technologies, as highlighted in our...
Poor data quality – an often overlooked cause of poor customer satisfaction scores
Customer service managers don't often realize that data quality projects move the needle on customer satisfaction. In a recent Forrester survey of members of...
Customer Service: Out With The Old…And In With The New
Customers dream about personalized, contextual, proactive customer service experiences – where the experience delivered is tailored to their persona, their past purchase history, and...
Forrester’s Top 15 Trends for Customer Service in 2012
With 2011 still bright and full of hope for most of us, what are the key trends that customer service professionals need to pay...
Which Contact Center Technologies For Customer Service Are Being Adopted?
The contact center solutions ecosystem that customer service organizations use has grown more complex over time, as highlighted in our latest Tech Radar on...
Customer Service Done Right In 10 Easy Steps – Step 10
We live in a world of increasing complexity: increasing number of communication channels, explosion of social data, intertwining of sales, marketing and customer service...
Customer Service Done Right In 10 Easy Steps: Step 9
Step 9 of my 10-step program on how to master your service experience is to leverage social technologies for customer service. Your customers are using...
Customer Service Done Right In 10 Easy Steps – Step 8
Step 8 of my 10-step program on how to master your service experience is to tame your knowledge problem. A good knowledge program is one...
Customer Service Done Right In 10 Easy Steps – Step 7
Step 7 of my 10-step program on how to master your service experience is to think outside of the customer service box. We know...
Customer Service Done Right In 10 Easy Steps: Step 6
Step 6 of my 10-step program on how to master your service experience is to make your agent tool set more usable. This is...
Customer Service Done Right In 10 Easy Steps: Step 5
Part 5 of my 10-part blog series on how to master your service experience is also short and to the point: Put yourself in...
Customer Service Done Right in 10 Easy Steps – Step 4
Part 4 of my 10 part blog series on how to master your service experience is short and to the point – understand what...
Customer Service Done Right in 10 Easy Steps – Step 3
Here is Part 3 of my 10 part blog series on how to master your service experience in order to better align your capabilities...
Customer Service Done Right in 10 Easy Steps – Step 2
We all know that the gap between a customer's expectations and the service they receive is huge. Customers are increasingly knowledgeable about products,...
Customer Service Done Right In 10 Easy Steps
Today, the gap between a customer's expectations and the service they receive is huge. Customers are increasingly knowledgeable about products and demand value-added, personalized...