Customer service best practices to
achieve your priorities

Service and support leaders play a critical role in driving customer loyalty and retention

Customer service and support leaders must build modern strategies and invest in a range of evolving technologies to continue to deliver tailored, high-quality service experiences when and where customers need them, without breaking the bank to do so.

We provide you with the insights, advice and tools you need to address your mission-critical priorities.

Customer Service & Support Resources

Build a long-term WFH strategy for your customer service team

71% of service leaders report that 90% or more of their staff are working from home. While a WFH program can benefit business continuity planning, cost management, employee engagement, and support availability, that only happens when a WFH strategy is executed correctly.

Download our research to understand the key elements of a successful customer service WFH program and build a durable strategy moving forward.

Customer Service & Support Research

Customer Service Trends

Make the shift from a live to a self-service dominant function

Gartner research finds that the more channels a company operates, the more contacts customers make to the service center. Despite the intention of simplifying service, more channel offerings create complex customer resolution journeys.

Download this free guide to learn about customer service trends and to better position your service and support strategy for success.

Gain the insights, advice and tools to achieve your mission-critical priorities

With Gartner for Customer Service & Support Leaders, you can:

Access proven management and technology research anytime

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Get one-on-one advice from Gartner experts on your most critical priorities

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Make confident decisions using our benchmarks and diagnostics

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Connect directly with peers to discuss your key issues and common initiatives

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Gartner is a trusted advisor and an objective resource for more than 14,000 enterprises in 100+ countries.

Learn more about how we can help you achieve your mission-critical priorities.