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 know the customer service market is consolidating as it matures. I've been tracking the consolidation of the knowledge management, multichannel management and EFM...
We know that investing in customer service is good for business and can positively impact your revenue. However, building a business case for customer...
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...
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...
I go to many industry events in my job, and as the fall event season passes its peak, there is one event that has...
The anniversary of my 2 year tenure at Forrester quietly snuck by me last week, and when I remembered about the milestone, it gave...
We all know the 4 P's of marketing – product, price, placement, promotion – that dictate the success of your marketing initiative. But, what...
On August 7, CSC Software merged with Consona Corporation, to form a new entity called Aptean (see the press release about the news...
66% of customers say that "valuing their time is the most important thing a company can do to provide good service." A knowledge base...
During the past five years, the customer service capabilities of CRM suite solutions have matured as vendors have focused on solidifying the foundational building...
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...
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...
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...
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...
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...
Knowledge management for customer service has always been a difficult proposition. Its not that knowledge management fails to work - It does its...
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...
SugarCRM was kind enough to invite me to their Analyst day and conference – a 3 day event packed with product, strategy, customer and...
Empowering customer service agents with relevant, complete and accurate answers to customer questions remains one of the major challenges in contact centers today. The...
Customer service leaders know that a good customer experience has a quantifiable impact on revenue, as measured by increased rates of repurchase, increased recommendations...