Service and Support Digest

Volume 1 | 2019

Discover the latest insights and trends in customer service and support

Inside This Issue

  • Feature: How the Best Managers Drive Performance
  • Innovation Snapshot: The Current and Future Technologies in Service
  • Functional Issue: Customers Win When You Make Reps' Lives Easier
  • Innovators: Michael Hadden, Vice President of Customer Service, E*TRADE
  • 2019 Outlook: 4 Challenges With the Digital Customer Service Experience

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    Feature

    How the Best Managers Drive Performance

    Why do some managers seem to drive better performance from their employees than others? This article introduces different management approaches to coaching and breaks down which is most effective for service leaders.

    Innovation Snapshot

    The Current and Future Technologies in Service

    We worked with customer service and support leaders worldwide to create an objective map of how organizations are adopting tools to help navigate the increasingly complex service technology landscape.

    Functional Issue

    Customers Win When You Make Reps' Lives Easier

    This article explores the factors that impact rep productivity, and how customer service and support leaders must shift the focus of the live service model from the customer experience to the rep experience.

    Innovators

    Interview With Michael Hadden, Vice President of Customer Service at E*TRADE

    We interview support leaders to gain their perspectives on issues facing their businesses and the customer service and support function. In this interview, Michael Hadden, Vice President of Customer Service at E*TRADE, discusses some of the elements of E*TRADE’s roadmap for 2019.

    2019 Outlook

    4 Challenges With the Digital Customer Service Experience

    We surveyed 533 customer service and support leaders on their top priorities and issues for 2019 and identified 4 key challenges service professionals are focused on this year.