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.
7 part series on customer service technology. Part 7 – Next steps for moving the needle on customer service...
Good customer service is the result of the right attention to strategy, business processes, technology, and people management. This 7-blog post series focuses on...
Oracle Open World 2013 – Focus on Oracle’s Customer Service Portfolio
This is my fourth time attending Oracle Open World in as many years. The show drew a large crowd this year - topping 60,000...
7-Part Series On Customer Service Technology – Part 6: What Does This All Mean
Good customer service is the result of the right attention to strategy, business processes, technology, and people management. This 7-blog post series focuses on...
7 Part Series On Customer Service Technology. Part 5 – Technology Maturity
Good customer service is the result of the right attention to strategy, business processes, technology, and people management. This 7-blog post series focuses on...
7 part series on customer service technology. Part 4: How Is The Customer Service Technology Ecosystem Changing
Good customer service is the result of the right attention to strategy, business processes, technology, and people management. This 7-blog post series focuses on...
7 part series on customer service technology. Part 3 – What Are The Problems Caused By Current Customer Service...
I'm back from maternity leave, so you'll be hearing more regularly from me.... ....So, to continue my series on customer service - its value, the...
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 Managed
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 Customers Need?
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 Focus On Core Products
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...