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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 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...

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