Kate Leggett

Forrester Technographics Data Points To Increased Communication Channel Usage With Inconsistent Satisfaction Ratings

The most recent data cuts from the Forrester Technographics survey (Q4 2010) of how >3400 consumers interacted with customer service organizations in the last 12 months highlight some interesting trends. Web self-service, for the first time, topped the phone channel as the most widely used...

Turbocharge customer service with social channels

We all know that companies are trying to leverage social channels for customer service. But how can they be deployed in a way that adds value to an organization? Here are my thoughts: You can't implement social technologies in a silo within your contact center...

Standalone Knowledge Management Is Dead With Oracle’s Announcement To Acquire InQuira

Its exciting news to see Oracle announce its intention to acquire InQuira. We have been waiting for this news for a long time. The reasons are multifold: Today's contact center ecosystem is complex, and comprised of multiple vendors who provide the critical software components. Read...

Verint + Vovici: Another Example Of Market Consolidation In The Contact Center Space

Contact centers for customer service are a nightmare in terms of the complexity of the technologies. 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...

A consistent customer experience requires consistency in managing voice, electronic and social interactions

Customer's expect the same experience every time they interact with a company – whether it be when researching a product, completing a sales transaction, or getting customer service - over all the communication channels that a company offers. Customers also expect companies to have...

Maturing Social Media Initiatives

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 companies today are still struggling with benchmarking their social media journey, managing bottom-up social activities, and proving the ROI of...

Choosing the right metrics for your customer service operations

Measuing the success of your customer service by using a single metric is impossible. Its like flying a plane by just looking at speed, and not taking into account altitude. You need to measure a set of competing metrics that make up a...

The Customer’s Bill of Rights: The Right to Choose How to Get Customer Service

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 company's customer service organization, over all the interaction channels that the company supports. More often that not, they are disappointed,...

NetSuite Announces Aggressive Plans To Move Into The Enterprise

NetSuite was kind enough to invite me to the analyst day at its SuiteWorld 2011 user conference — an event packed with product, strategy, customer, and partner information. The focus was clearly on its platform and ERP solutions. Here are my thoughts and takeaways: NetSuite...

Poor User Experiences WILL Kill Your Customer Service App

There's a huge graveyard of failed customer service software implementations, or those that are on life support for the basic fact that they are not usable. Think of the world that we live in with products and services from Amazon, Apple, Google,...

Forrester’s 6 Categories of Best Practices for Customer Service Knowledge Management

The right knowledge, delivered to the customer or the customer service agent at the right time in the service resolution process, is critical to a successful interaction. When done correctly, knowledge personalizes an interaction, increases customer satisfaction, reduces call handle time, and lead to...

Salesforce.com And Radian6 – What Does It Mean For Customer Service?

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 agreement here. What I want to focus on is what this acquisition means to customer service. First, the social listening...

Multichannel customer service is dead. Long live agile service!

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 you on a single communication channel from start to finish. They interact with you over the most suitable channel...

Two models emerge for customer service on Facebook – which will win?

With customers increasingly using social tools (Facebook tops 500 million users with 41% of Americans having a Facebook page, 7% of Americans using Twitter, YouTube gets 2 billion views per day), how do you interact with and service your customers where they are...

Social breathes new life into Knowledge Management for Customer Service

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 just technology. It is a combination of organizational realignment, process change and technology combined in the right recipe that is...

Customer Service Myths, Half-Truths, and Total Nonsense….Continued

I got a lot of feedback from my last blog post, and I'd like to share my thoughts on each of these statements about customer service. I am sure my point of view is contentious, so please keep comments coming. It will force me...

Customer service myths, half-truths and nonsense

It is often said that managing a call center is more of an art than a science. Some customer service managers use standard operational metrics to manage their business to – like average hold times (AHT), first contact closure rate (FCR) agent, agent productivity...

Forrester’s 5 Key Capabilities for Customer Service

Businesses, in 2011, are refocusing on strategies that differentate them from their competitors. One way to do this is by focusing on customer service. We see that organizations are ramping up their multichannel customer service initiatives. In fact, 90% of customer service decision-makers told...

Understand the Customer Service Specialty Solutions Vendor Landscape To Plug Capabilities Gaps

In 2011, organizations will ramp up their multichannel customer service initiatives. This will be harder to do than in the past as customers now expect more: they are increasingly online, want self-service options, and demand responses in real time, often through their mobile devices....

Forrester’s Top 10 Trends for Customer Service in 2011

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...

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