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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.

Market Consolidation In The CUstomer Service Space – A Slew Of Companies That No Longer Exist

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...

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...

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...

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...

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...

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...

The 4 P’s Of Customer Service

We all know the 4 P's of marketing – product, price, placement, promotion – that dictate the success of your marketing initiative. But, what...

The Customer Service Market Keeps Consolidating: Consona and CDC Software Merge

On August 7, CSC Software merged with Consona Corporation, to form a new entity called Aptean (see the press release about the news...

The New Knowledge Management: What Does A Collaborative Content Hub Look Like

66% of customers say that "valuing their time is the most important thing a company can do to provide good service." A knowledge base...

Our Forrester Wave: How The Top 18 CRM Suite Customer Service Vendors Stack Up

During the past five years, the customer service capabilities of CRM suite solutions have matured as vendors have focused on solidifying the foundational building...

More Market Consolidation as KANA Software Buys Sword-Ciboodle. Its A Sound Strategy, But The Proof Will Be In The...

It's exciting to see the news of yet another acquisition in the world of customer service with the announcement of KANA Software's intent...

Transform The Contact Center: Forrester’s Playbook For Customer Service Excellence

Customer service is a cornerstone of an organization's customer experience strategy. Organizations must pay attention to their customer service strategy because: Good customer service experiences...

Forrester’s Playbook For Customer Service

Customer service is a cornerstone of an organization's customer experience strategy. Organizations must pay attention to their customer service strategy because: Good customer service experiences...

Consumers Drive Channel Preference To Achieve Effortless Customer Service

A new study, commissioned by Nice about consumer channel preference complements Forrester's data quite effectively, and adds more data to the understanding that customer...

Choosing the Right Customer Service Metrics Requires Alignment to Your Brand

There is no single metric against which to benchmark the performance of your customer service organization. It's like flying a plane—you can't do...

What Is A Collaborative Content Hub For Customer Service?

Knowledge management for customer service has always been a difficult proposition. Its not that knowledge management fails to work - It does its...

Customer Service Agent Collaboration Helps Move The Needle On FCR and Customer Satisfaction

In customer service organizations, collaboration should take place around cases and content, and should involve not only customer-customer service agent collaboration, but internal collaboration...

The Future Is Sweet For SugarCRM

SugarCRM was kind enough to invite me to their Analyst day and conference – a 3 day event packed with product, strategy, customer and...

Why Don’t Agents Collaborate More Often? It’s Been Shown To Increase Call Resolution And Satisfaction Scores

Empowering customer service agents with relevant, complete and accurate answers to customer questions remains one of the major challenges in contact centers today. The...

How To Partner With Data Quality Pros To Deliver Better Customer Service Experiences

Customer service leaders know that a good customer experience has a quantifiable impact on revenue, as measured by increased rates of repurchase, increased recommendations...

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