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.
Craft Your Contact Center Investment Plans In Light Of Technology Adoption Patterns
To define the context for making smart contract center strategy and technology decisions for customer service, Forrester, in partnership with CustomerThink, surveyed 75 contact...
More Market Consolidation With Oracle Acquiring RightNow: More Questions Asked Than Answered
It's exciting to see the news of yet another acquisition in the world of customer service with the announcement of Oracle's intent to...
Getting the customer service agent experience right is good for business
There is an explosion of products and services, and companies are turning to customer service as a way to differentiate themselves - 90% of...
Forrester’s Tech Radar Assessment of 24 Contact Center Technologies for Customer Service
The contact center technology ecosystem for customer service is a nightmare in complexity. At a high level, to serve your customers, you need to: Capture...
Salesforce Embraces The Social Customer — Deploying This Business Model Will Be Harder Than Deploying The Software
The statistics that salesforce.com broadcast at Dreamforce last week are impressive: a $2.2 billion annual run rate; 104,000 customers; and 35 billion transactions per...
Forrester Technographics Data Points To Increased Communication Channel Usage With Inconsistent Satisfaction Ratings
The most recent data cuts from the Forrester Technographics survey (Q4 2010) of how >3400 consumers interacted with customer service organizations in the last...
Turbocharge customer service with social channels
We all know that companies are trying to leverage social channels for customer service. But how can they be deployed in a way that...
Standalone Knowledge Management Is Dead With Oracle’s Announcement To Acquire InQuira
Its exciting news to see Oracle announce its intention to acquire InQuira. We have been waiting for this news for a long time. The...
Verint + Vovici: Another Example Of Market Consolidation In The Contact Center Space
Contact centers for customer service are a nightmare in terms of the complexity of the technologies. At a high level, to serve your customers,...
A consistent customer experience requires consistency in managing voice, electronic and social interactions
Customer's expect the same experience every time they interact with a company – whether it be when researching a product, completing a sales transaction,...
Maturing Social Media Initiatives
Forrester's book, Groundswell made the power of social media tangible with real-world examples, and laid out a framework to help on-board organization. However, many...
Choosing the right metrics for your customer service operations
Measuing the success of your customer service by using a single metric is impossible. Its like flying a plane by just looking at...
The Customer’s Bill of Rights: The Right to Choose How to Get Customer Service
The Customer's Bill of Rights: The Right to Choose Customers know what good service is and expect it from every interaction they have with a...
NetSuite Announces Aggressive Plans To Move Into The Enterprise
NetSuite was kind enough to invite me to the analyst day at its SuiteWorld 2011 user conference — an event packed with product, strategy,...
Poor User Experiences WILL Kill Your Customer Service App
There's a huge graveyard of failed customer service software implementations, or those that are on life support for the basic fact that they...
Forrester’s 6 Categories of Best Practices for Customer Service Knowledge Management
The right knowledge, delivered to the customer or the customer service agent at the right time in the service resolution process, is critical to...
Salesforce.com And Radian6 – What Does It Mean For Customer Service?
Today, salesforce.com announced the intent to acquire Radian6, a leader in the social media monitoring space. You can find the details of the definitive...
Multichannel customer service is dead. Long live agile service!
Multichannel commerce is dead, says fellow analyst Brian Walker in Forbes . The essence of this article is that customers don't choose to interact...
Two models emerge for customer service on Facebook – which will win?
With customers increasingly using social tools (Facebook tops 500 million users with 41% of Americans having a Facebook page, 7% of Americans using Twitter,...
Social breathes new life into Knowledge Management for Customer Service
You have to admit that knowledge management (KM) is hard – it's hard to explain, hard to implement, hard to do right. It's not...