Kate Leggett

Which contact center technologies for customer service deliver the most business value?

We know that the contact center solution ecosystem that customer service organizations use is made up lots of complex technologies, as highlighted in our latest TechRadar™report. So how, do you know what technologies are the right ones to invest in – the ones...

Poor data quality – an often overlooked cause of poor customer satisfaction scores

Customer service managers don't often realize that data quality projects move the needle on customer satisfaction. In a recent Forrester survey of members of the Association of Business Process Management Professionals (ABPMP), of the 45% who shared that they are working on improving CRM...

Customer Service: Out With The Old…And In With The New

Customers dream about personalized, contextual, proactive customer service experiences – where the experience delivered is tailored to their persona, their past purchase history, and their past customer service history. They want each interaction to add value and build upon prior ones so that they...

Forrester’s Top 15 Trends for Customer Service in 2012

With 2011 still bright and full of hope for most of us, what are the key trends that customer service professionals need to pay attention to as you plan for success this year? Here are the top trends that I am tracking. My full...

Which Contact Center Technologies For Customer Service Are Being Adopted?

The contact center solutions ecosystem that customer service organizations use has grown more complex over time, as highlighted in our latest Tech Radar on these solutions. Customer service executives struggle to enforce consistent processes for their agents to follow to deliver optimal customer experiences....

Customer Service Done Right In 10 Easy Steps – Step 10

We live in a world of increasing complexity: increasing number of communication channels, explosion of social data, intertwining of sales, marketing and customer service activities, growing amount of information and data that customer service agents need to answer customer questions. These issues complicate the...

Customer Service Done Right In 10 Easy Steps: Step 9

Step 9 of my 10-step program on how to master your service experience is to leverage social technologies for customer service. Your customers are using social media in their private lives. Facebook has more than 800 million users that collectively spend more than 3 billion...

Customer Service Done Right In 10 Easy Steps – Step 8

Step 8 of my 10-step program on how to master your service experience is to tame your knowledge problem. A good knowledge program is one of the foundational elements for a good service experience. Many informational requests can be easily with simple FAQs, deflecting calls...

Customer Service Done Right In 10 Easy Steps – Step 7

Step 7 of my 10-step program on how to master your service experience is to think outside of the customer service box. We know that customers don't choose to interact with you on a single communication channel from start to finish. They interact with...

Customer Service Done Right In 10 Easy Steps: Step 6

Step 6 of my 10-step program on how to master your service experience is to make your agent tool set more usable. This is because the work environment of a customer service agent is pretty awful. Agents use dozens — sometimes hundreds —...

Customer Service Done Right In 10 Easy Steps: Step 5

Part 5 of my 10-part blog series on how to master your service experience is also short and to the point: Put yourself in your customer's shoes and tell them when they should expect an answer from you. Step 5: Keep your customers in the...

Customer Service Done Right in 10 Easy Steps – Step 4

Part 4 of my 10 part blog series on how to master your service experience is short and to the point – understand what your customers are trying to do and keep this in mind when designing and delivering your service strategy. Step 4...

Customer Service Done Right in 10 Easy Steps – Step 3

Here is Part 3 of my 10 part blog series on how to master your service experience in order to better align your capabilities with customer demand, and do it at a cost that won't kill your business. Part 3 highlights the need for...

Customer Service Done Right in 10 Easy Steps – Step 2

We all know that the gap between a customer's expectations and the service they receive is huge. Customers are increasingly knowledgeable about products, and demand value-added, personalized service. Businesses struggle with understanding what initiatives to invest in which will move the needle...

Customer Service Done Right In 10 Easy Steps

Today, the gap between a customer's expectations and the service they receive is huge. Customers are increasingly knowledgeable about products and demand value-added, personalized service. Companies know that good service is important: 90% of customer service decision-makers tell Forrester that it's critical to their company's...

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 center professionals in the second quarter of 2011. Our objective? To understand: 1) the adoption patterns for 18 types of...

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 acquire RightNow. Today's contact center ecosystem is complex and comprised of a great number of vendors who provide overlapping and...

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 customer service decision-makers tell Forrester that a good service experience is critical to their company's success, and 63% think the...

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 the inquiry, which can come in over the phone, electronically via email, chat, or SMS, and over social channels, like...

Salesforce Embraces The Social Customer — Deploying This Business Model Will Be Harder Than...

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 quarter (see Benioff's keynote slides here). The conference was attended by 40,000 users, with a further 35,000 joining online. Salesforce.com's...

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