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Biographical Information

Kate Leggett

Senior analyst, Forrester Research

Kate Leggett is senior analyst at Forrester Research, serving business process professionals, e-mail kleggett@forrester.com. She is an expert on customer service strategies and will be speaking at Forrester's IT Forum, May 25 to 27 in Las Vegas.

Articles by Kate Leggett

Six KM best practices to enhance customer service

What Makes Self-Service Really Work?

A recent Forrester study showed that more than a third of companies rate their self-service capabilities as below average to poor. These findings are confirmed by a recent KANA-IBM study of online service capabilities, which showed that 95% of websites couldn't answer a simple question, and only 6% offered escalation to email. What makes some companies successful at self-service...