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

Don't overlook partner ecosystems and support networks when evaluating technology vendors.
Posted May 02, 2024

The proper motivation will help ensure agents and supervisors buy in to any new technology rollouts.
Posted March 07, 2024

Focus on customer service quality to impact CX, retention, and revenue.
Posted January 12, 2024

We need to bridge front-line and boardroom priorities to get the desired contact center results.
Posted December 07, 2023

There are plenty of half truths and nonsensical management philosophies in customer service today.
Posted September 29, 2023

Better agent experiences uplevel customer experiences, so focus on agent technology to do better.
Posted August 24, 2023

Here are a few steps to help you use generative AI to reshape how agents interact with customers.
Posted July 20, 2023

There are industry-specific solutions, and they might have the benefits you need.
Posted May 04, 2023

Arm your agents with the right technologies to improve the customer service they can deliver.
Posted November 04, 2022

All companies should strengthen the foundations of their knowledge management. Here's some advice for doing that.
Posted September 09, 2022

Turnover in the contact center is a fact of life, but there are ways to minimize it.
Posted July 08, 2022

Agent empathy is developed over time, and the right technology can bring it out.
Posted April 21, 2022

Phone is the most expensive customer service channel, so moving interactions to digital channels makes a lot of sense.
Posted March 03, 2022

Self-service works, but getting it right is a journey that must constantly be measured.
Posted October 28, 2021

Here is a checklist to make agents successful in the new contact center environment.
Posted September 17, 2021

Agent desktops are at the heart of great customer service. Here is what you need to build one.
Posted August 13, 2021

As technology vendors jockey for market position, it's more important for customer service technology to be unified.
Posted April 15, 2021

Customer service operations need to adopt new labor models, data, and technologies to adapt in the post-pandemic world.
Posted February 11, 2021

Companies will need to adopt three customer service strategies to emerge from the crisis stronger and leaner.
Posted December 11, 2020

Companies need to deploy both voice and digital technologies to meet customer service needs.
Posted October 08, 2020

Here are a few first steps for supporting customers over digital channels.
Posted August 14, 2020

Customer service is moving to digital channels like chat and self-service out of necessity.
Posted June 11, 2020

An effective RPA project requires full transparency with agents.
Posted April 17, 2020

Contact centers are the perfect environment for automation, freeing agents from repetitive tasks that take away from their real purpose.
Posted March 06, 2020

Contact center leaders must seek a much broader range of skills and types of agents to keep up with workforce changes.
Posted December 13, 2019

Robotic process automation will allow contact centers to upskill agents to handle more complex interactions.
Posted September 27, 2019

Customer service agents face many challenges, but a modern agent desktop could be the answer.
Posted July 19, 2019

Customer service organizations have to make self-service easy and fast, while still connecting the customer to the right action or answer.
Posted May 09, 2019

Shifting demands and market conditions are driving vendors to switch from best-of-breed components to more integrated suites.
Posted February 01, 2019

Contact center automation will pave the way for several new types of agents.
Posted December 21, 2018

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