A senior director of client services turned to Gartner for comprehensive support on improving live service channels and multichannel strategy through tools, expert guidance and research.
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Gartner for Customer Service & Support Leaders
Get actionable, objective insight for you and your team. Gartner for Customer Service & Support Leaders helps you build effective customer-centric strategies and deliver high-quality service experiences.
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Customer Service Outsourcing Framework
Outsourcing an already complex process that is not running smoothly in-house cannot always be solved by outsourcing. Download the Gartner framework to make smarter customer service outsourcing decisions.
Insights to drive stronger performance
Client Success Stories
See how Gartner helped other companies achieve their customer service and support goals.
- Reduce Cost to Serve
- Transform Hiring Process
- Improve Service Channels
- Empower Customer Service Reps
Reducing Cost to Serve by Improving Customer Loyalty
Transform the Hiring Process for Frontline Service Talent
To elevate its customer experience, a leading Australian university worked with Gartner to reform its talent management practices for hiring frontline service representatives.
Improve the Effectiveness of Service Channels
1% of Northwestern Mutual’s clients were calling to make payments over the phone, driving approximately 25% of payment processing costs. With Gartner's help, Northwestern Mutual saw a cost savings of almost $1 million.
Empowering the Customer Service Rep
A new-to-role Sr. Director at UGI Utilities turned to Garter for help decreasing employee turnover and improving operating expenses. With Gartner Support they were able to reduce turnover by half in comparison to the prior six months.
