CLIP THIS INQUIRY

Select a group :

Group Name
Create New GroupClip

Kate Leggett

Principal Analyst serving Application Development & Delivery PROFESSIONALS

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

Refine your results

Date Range

Methodology

Topics

3 results in Reports

  • Kate Leggett
  • IT Management

  • For Application Development & Delivery Professionals

    Report:Win Funding For Your Customer Service Project

    Business Case: The Contact Centers For Customer Service Playbook

    Kate LeggettSeptember 10, 2012

    Customer service is a cornerstone of a company's customer experience strategy. Delivering good customer service has quantifiable benefits measured in decreased operational costs, increased repurchase...

    • Downloads: 214
    • Rating:

  • For Application Development & Delivery Professionals

    Report:Implement Effective Customer Service Metrics

    Benchmarks: The Contact Centers For Customer Service Playbook

    Kate LeggettAugust 21, 2012

    This report outlines the method for defining metrics as part Forrester's solution for application development and delivery (AD&D) executives looking to implement customer service metrics. This report...

    • Downloads: 559
    • Rating:

  • For Application Development & Delivery Professionals

    Report:How To Calculate The Cost Of Customer Service To Drive Improvements

    Kate LeggettSeptember 12, 2011

    Measuring the actual cost of your customer service operations over the different communication channels that you support is difficult. Business process pros supporting customer service operations can...

    • Downloads: 466
    • Rating:
 
Loading...

Browse

About Forrester

Forrester Research, Inc. is an independent research company that provides pragmatic and forward-thinking advice to global leaders in business and technology.

Roles We Serve

Forrester supports leaders in 13 roles across three distinct client segments: Business Technology, Marketing & Strategy, and Technology Industry.

Analysts & Coverage Areas

Aligned to your professional role, Forrester's analysts are experts in the specific technologies, issues, and trends currently impacting your business.

Research
Latest Reports
Playbooks
Charts & Figures
Forrester Waves
Planned Research
Data
Consumer Data
Business Data
Events
Forums
Webinars
Workshops
Tools & Templates
Vendor Selection Aids
Best Practice & Self-Assessments
Models & Calculators
Document Templates

Forrester Leadership Boards

Fresh thinking and collaborative problem-solving through an unmatched combination of peer networking, forward-looking analysis, and professional guidance.

Consulting

Our expert analysts provide custom research-based frameworks to guide you through each phase of your critical business initiatives from identifying opportunity to optimizing results.

Community

Connect with peers and analysts, share your views, and ask questions on key business issues.

Blog

Forrester analysts weigh in on the latest business and technology news.

  • BROWSE
  • Register
  • Call +1 617.613.5730
  • Cart