Forrester Research : Analyst

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Kate Leggett

Principal Analyst serving Application Development & Delivery PROFESSIONALS

Find Kate on:
Blog: Application Development & Delivery Blog

Kate serves Application Development & Delivery Professionals. She is a leading expert on customer service strategies. Her research focuses on helping organizations establish and validate customer service strategies, prioritize and focus customer service projects, facilitate customer service vendor selection, and plan for project success.

Previous Work Experience

Kate has extensive industry experience, with more than 10 years of leadership at customer service software companies, where she held senior product marketing and product management roles. She is also a published author on customer service trends and best practices.

Education

Kate earned a Bachelor of Science from the University of Toronto and a Master of Science from the University of Pennsylvania.

Research Coverage:

CRM Applications, Customer Experience Management, Customer Relationship Management (CRM), Customer Service & Support, IT Consulting, Packaged Applications, Social Computing, Web 2.0

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Financial Services (1)

5 results in Social

Client Inquiries
Kate Leggett
IT Infrastructure & Operations

For Business Process Professionals
Client Inquiry:Call Center: From Administration To Selling Activity
Kate LeggettOctober 12, 2011
We believe we can increase sales with our call centers in our direct marketing organization if we can figure out how to transform our phone interactions into selling activities instead of...
For Business Process Professionals
Client Inquiry:Can You Answer A Number Of Contact Center Transformation Questions?
Kate LeggettMarch 25, 2011
We see a number of enterprises needing contact center transformations; these include upgrading their technology, such as switches, network, telephony, IVR, etc. We have the following questions: 1)...
For Business Process Professionals
Client Inquiry:Can You Tell Us About Contact Center/Call Center Opportunities And Trends?
Kate LeggettNovember 22, 2010
We are in the process of conducting a review of our contact centers and identifying improvement opportunities. We would like to gain a better understanding of the current trends as well process...
For Business Process Professionals
Client Inquiry:Using Call Center Products To Deliver Great Customer Service Experiences
Kate LeggettOctober 14, 2010
Upon reading Forrester's January 28, 2010, "Rating Customer Service Experiences, 2010" report by Bruce D. Temkin, I utilized the customer service experiences article to identify companies that had...
For Business Process Professionals
Client Inquiry:Should We Use The Same Knowledge Management User Interfaces For Customers And Call Center Agents?
Kate LeggettSeptember 21, 2010
Is using the same knowledge management user interface (UI) for both customers (outward-facing) and call center agents a bad idea?

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Kate Leggett

Principal Analyst serving Application Development & Delivery PROFESSIONALS

Research Coverage:

Refine your results

Industry

For Business Process Professionals

Client Inquiry:Call Center: From Administration To Selling Activity

For Business Process Professionals

Client Inquiry:Can You Answer A Number Of Contact Center Transformation Questions?

For Business Process Professionals

Client Inquiry:Can You Tell Us About Contact Center/Call Center Opportunities And Trends?

For Business Process Professionals

Client Inquiry:Using Call Center Products To Deliver Great Customer Service Experiences

For Business Process Professionals

Client Inquiry:Should We Use The Same Knowledge Management User Interfaces For Customers And Call Center Agents?

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