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.
To define the context for making smart contract center strategy and technology decisions for customer service, Forrester, in partnership with CustomerThink, surveyed 75 contact...
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...
There is an explosion of products and services, and companies are turning to customer service as a way to differentiate themselves - 90% of...
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 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...
The most recent data cuts from the Forrester Technographics survey (Q4 2010) of how >3400 consumers interacted with customer service organizations in the last...
We all know that companies are trying to leverage social channels for customer service. But how can they be deployed in a way that...
Its exciting news to see Oracle announce its intention to acquire InQuira. We have been waiting for this news for a long time. The...
Contact centers for customer service are a nightmare in terms of the complexity of the technologies. At a high level, to serve your customers,...
Customer's expect the same experience every time they interact with a company – whether it be when researching a product, completing a sales transaction,...
Forrester's book, Groundswell made the power of social media tangible with real-world examples, and laid out a framework to help on-board organization. However, many...
Measuing the success of your customer service by using a single metric is impossible. Its like flying a plane by just looking at...
The Customer's Bill of Rights: The Right to Choose Customers know what good service is and expect it from every interaction they have with a...
NetSuite was kind enough to invite me to the analyst day at its SuiteWorld 2011 user conference — an event packed with product, strategy,...
There's a huge graveyard of failed customer service software implementations, or those that are on life support for the basic fact that they...
The right knowledge, delivered to the customer or the customer service agent at the right time in the service resolution process, is critical to...
Today, salesforce.com announced the intent to acquire Radian6, a leader in the social media monitoring space. You can find the details of the definitive...
Multichannel commerce is dead, says fellow analyst Brian Walker in Forbes . The essence of this article is that customers don't choose to interact...
With customers increasingly using social tools (Facebook tops 500 million users with 41% of Americans having a Facebook page, 7% of Americans using Twitter,...
You have to admit that knowledge management (KM) is hard – it's hard to explain, hard to implement, hard to do right. It's not...