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  • Kate Leggett

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As the coronavirus dominates the global headlines, businesses should take both defensive and strategic actions—focusing on customers, employees, and brand. Read more »

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  • Report Quantify The Business Value Of CRM

    Business Case: The CRM Playbook
    November 15, 2019 | Kate Leggett

    CRM initiatives must not only be technically sound but must also answer the question, "What will we get for our money?" This report describes how application development and delivery (AD&D)...

  • Report Use RPA To Deliver Better Customer Service Experiences

    Where And How To Get Started Deploying RPA In The Contact Center
    November 6, 2019 | Kate Leggett

    Robotic process automation (RPA) is a key component in the landscape of automation and AI technology for customer service operations. It bolsters agent productivity, increases process automation,...

  • Report Define The Right Metrics For Tracking CRM Success

    Performance Management: The CRM Playbook
    October 12, 2018 | Kate Leggett

    Defining the right metrics to track success and prompt corrective action is a critical best practice for getting more value out of CRM initiatives. This report describes a five-step process for...

  • Report Implement Effective Customer Service Metrics

    Benchmarks: The Contact Centers For Customer Service Playbook
    August 21, 2018 | Ian Jacobs, Kate Leggett

    Customer service leaders can easily become distracted by the sheer volume of metrics available for tracking operational activities and fail to deliver on key business goals. To keep customer...