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Customer Service Channel Usage Highlights The Importance Of Good Self-Service

Kate Leggett January 22, 2015
Customers are using more communication channels for customer service than ever before. They are also contacting customer service organizations more frequently. Companies are rising to this challenge as overall satisfaction with the quality of service over all communication channels is trending upwards. Moreover, customers have little appetite for long or difficult service interactions, including navigating […]
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Forrester's Top Trends For Customer Service In 2015

Kate Leggett December 17, 2014
As 2014 winds down, I have taken the time to pause, and look ahead to what top customer service trends are surfacing for 2015 and beyond. Good service — whether it’s to answer a customer’s question prior to purchase, or help a customer resolve an issue post-purchase should be pain-free, proactive at a minimum and preemptive […]
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The Forrester Wave: Customer Service Solutions For Enterprise Organizations, Q2 2014

Kate Leggett April 7, 2014
During the past five years, the customer service capabilities leading vendors has matured as vendors have focused on solidifying the foundational building blocks of customer support capabilities. Vendors have folded new technologies such as social capabilities, business process management, decisioning, business intelligence, and mobility into their solutions to allow organizations to offer more-personalized customer service […]
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Forrester's Top Trends For Customer Service In 2014

Kate Leggett January 13, 2014
In the Age Of The Customer, executives don’t decide how customer-centric their companies are – customers. In an attempt to move the needle on customer service operations, in order to keep customers satisfied and loyal to your brand, these are the top trends that you should be paying attention to. You can get my full […]
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What Is Customer Service Technology?

Kate Leggett June 27, 2013
This post originally appeared on DestinationCRM.com Good customer service is the result of the right attention to strategy, business processes, technology, and people management. This seven-part series focuses on customer service technology and explains the what, why, how, and when of the technology. Let’s start at the beginning: What is customer service technology? The contact […]
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How To Calculate The ROI Of CRM

William Band May 21, 2013
My clients ask for help quantifying the financial impacts of implementing a CRM technology solution. CRM initiatives must not only be technically sound but must answer the question “What will we get for our money?” In my new report, Quantify The Business Value of CRM, I provide an overview of Forrester’s Total Economic Impact (TEI) […]
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Communication Channel Preferences For Customer Service Are Rapidly Changing. Do You Know What Your Customers Need?

Kate Leggett March 15, 2013
Consumers’ preferences for customer service channels are rapidly changing. And it’s not just the younger generation of consumers — there’s disruption and change across all ages and  demographics. Our 2013 data about communication channels that customers use for customer service is available in my latest report. Here are some key data points: Customers want companies to […]
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Four Steps For Optimizing Customer Service Operations

Kate Leggett February 28, 2013
This post originally appeared on destinationCRM.   Customers want efficient, effortless service from the touchpoint and communication channel of their choice. They want to receive accurate, relevant, and complete answers to their questions upon first contact with a company. Forrester data backs this up: Sixty-six percent of customers agree that valuing their time is the […]
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Why Pay Attention To Your Customer Service? Because It Will Impact Your Revenue

Kate Leggett October 21, 2012
Enterprises must pay attention to the quality of customer service they offer because: Good customer experiences boost repurchase probability and long-term loyalty. Customer loyalty has quantifiable economic benefits as measured over three dimensions: willingness to consider another purchase, likelihood to switch business to a competitor, and likelihood to recommend to a friend or colleague. Poor […]
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Defining IT Service Management – Or Is That “Service Management”?

Steven Mann March 30, 2012
IT service management (ITSM) has a number of definitions from a variety of sources. Starting with the ITIL (the ITSM best practice framework)-espoused definition: “The implementation and management of quality IT services that meet the needs of the business. IT service management is performed by IT service providers through an appropriate mix of people, process […]
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Choosing The Right Metrics For Your Customer Service Operations

Kate Leggett May 31, 2011
Measuring the success of your customer service by using a single metric is impossible. It’s like flying a plane by just looking at your speed without taking the altitude into account. You need to measure a set of competing metrics to make up a Balanced Scorecard that includes the cost of doing business and customer […]
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Call Deflection Can Drive Customer Satisfaction

Diane Clarkson October 13, 2010
Call deflection -making alternative customer service channels available to deflect calls to telephone center – is a concept with two frequent misconceptions that I think should be addressed: Call deflection can drive customer satisfaction.  I’ve spoken with clients who say that their key objective is customer satisfaction so call deflection is not a goal. But call […]
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