Watch our recent webinar, featuring Forrester analyst Kate Leggett, that will offer concrete ways to assess your current customer service team and capabilities to find opportunities to improve. Learn how to gain executive buy-in, build stakeholder consensus, manage agents more effectively, and select the right technology to create loyal customer experiences.
VP, Principal Analyst Serving Application Development & Delivery Professional. Kate is a leading expert on customer relationship management (CRM) and customer service strategies, maturity, benchmarking, governance, and ROI. She is an accomplished public speaker and frequently presents at industry events such as CRM Evolution. She has been published in The Wall Street Journal, Forbes magazine, and industry publications such as CRM Magazine, KM World, and Destination CRM.