Kate Leggett

Kate Leggett

Vice President, Principal Analyst

Latest Posts By Kate

Interaction-Centric Customer Service Vendor Spotlight

There’s been lots going on with what Forrester calls the “interaction-centric customer service vendors”. These are the vendors that manage the high-volume, transaction-oriented relationships — those often…

September 28, 2010

What Is “Ideal Customer Service”?

We’ve all heard about ideal customer service — the mantra of customer service vendors as they tout their wares. But what does this actually mean?…

September 10, 2010