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.
I got a lot of feedback from my last blog post, and I'd like to share my thoughts on each of these statements about...
It is often said that managing a call center is more of an art than a science. Some customer service managers use standard operational...
Businesses, in 2011, are refocusing on strategies that differentate them from their competitors. One way to do this is by focusing on customer service....
In 2011, organizations will ramp up their multichannel customer service initiatives. This will be harder to do than in the past as customers now...
With 2011 still bright and full of hope for most of us, what are the key trends that customer service professionals need to...
MyCustomer.com recently asked me what my thoughts were about CRM- why initial CRM projects failed, what has changed to make deployments successful, and what...
MyCustomer.com recently asked me what my thoughts were about CRM- why initial CRM projects failed, what has changed to make deployments successful, and what...
MyCustomer.com recently asked me what my thoughts were about CRM- why initial CRM projects failed, what has now changed to make deployments successful, and...
Customers today are empowered. They want to decide how they interact with companies that they do business with. That means that not only does...
Microsoft was kind enough to invite me to Microsoft's Dynamics Fall Analyst Event — a two-day event packed with product, strategy, customer, and partner...
Microsoft was kind enough to invite me to their Microsoft's Dynamics Fall Analyst Event – a 2 day event packed with product, strategy, customer...
Consumers generally hate email for customer service - so much so that some analysts have said that email is dead, and has been replaced by the...
I just moved my money to a new bank—a non-traditional, Internet bank where all business is done via web self service or email—and I...
My 13-year-old daughter tells me that I am an aging technology neophyte. Yet, I was able to go online to purchase my first smart...
I've been with my bank for a very long time—out of convenience. There is a branch within blocks of my home. I have a...