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.
Your priorities are paramount, but delivering them successfully depends on making the right decisions in a complex and uncertain business environment. Give yourself a platform to make the choices that will drive your business forward by taking advantage of expert analysis, peer-based best practices and robust metrics and data.
Sometimes, information alone isn’t enough. Our global team of more than 2,000 experts, researchers and advisors will equip you with the guidance you need to identify, evaluate and implement your customer service and technology initiatives with accuracy and confidence.
Don’t leave your success to chance. Rely on proven solutions based on the successful approaches of hundreds of customer service and support organizations. Our best-practice research, tools and frameworks help you to save time and reduce uncertainty in the execution of your critical initiatives.
The right choices are those that are best informed. Prioritize your resources and solve problems effectively by framing your decisions upon robust data and analytics, in addition to a range of unique performance benchmarks and functional diagnostics.
To help navigate the increasingly complex service technology landscape, we worked with more than 450 customer service and support leaders worldwide to create an objective map of how organizations are adopting tools to augment their operations.
The result is a multidimensional graphic known as our Service Technologies Bullseye, a snapshot of the current adoption, value and future importance of 45 established and emerging service technologies.
You create loyal customers by helping them solve their problems. However, customer service interactions are nearly four times more likely to lead to disloyalty than loyalty.
Instead of struggling to delight customers by exceeding their expectations with above-and-beyond service, create low-effort customer service experiences. An effortless experience is the key to customer loyalty.
