Kate Leggett

Kate Leggett

Kate Leggett is a vice president and principal analyst at Forrester Research, serving application development and delivery professionals. 

Articles by Kate Leggett

Investing in the right people and processes can help reduce agent attrition.
Posted October 12, 2018

You need to get the basics of knowledge management right to reap its full rewards.
Posted August 10, 2018

Don't rush out to buy chatbots, virtual reality, or artificial intelligence just because they're new and attractive.
Posted June 15, 2018

Artificial intelligence can have a dramatic effect on customer service, if you use it correctly.
Posted April 13, 2018

With automation, contact centers will become specialized, high-touch operations handling detailed customer interactions.
Posted February 09, 2018

Artificial intelligence can spot potential problems in customer interactions and help companies and customers work through them.
Posted December 01, 2017

As customers engage with companies over more channels, they need to infuse the right technology into the mix.
Posted September 15, 2017

Regardless of how it's used, artificial intelligence will definitely impact customer service.
Posted July 07, 2017

As customer service technologies evolve, applications can better surface answers to questions, provide better next-best actions, and remove burdensome tasks from agent workloads.
Posted April 07, 2017

Automation will play a greater role in shaping customer experiences, but don't completely overlook the human element.
Posted January 13, 2017

Best practices only work if they work for your particular organization.
Posted September 23, 2016

Manage people, processes, technology, and strategies to mitigate agent attrition.
Posted April 29, 2016

Companies must equip their contact centers to handle digital and omnichannel customer inquiries and provide a means for self-service support.
Posted January 22, 2016

Make sure content is relevant and updated so customers can find the answers they need.
Posted October 30, 2015

Meeting your customer's expectations means more than providing service. Here are some suggestions to foster better communication.
Posted August 29, 2013

When choosing metrics, it's best to start by understanding the brand proposition of your company.
Posted May 31, 2013

Companies know that customer experiences are important, yet some struggle to offer experiences that satisfy customers at a cost that makes sense to them.
Posted March 19, 2013